Customer Retention Officer

Deposita is a leading cash & payment solutions company. Our globally-implemented cash management, payment, e-payment, and self-service technologies reduce the risks associated with handling money business, currently has a vacancy for a Customer Retention Officer based at our office in Midrand, Gauteng and reporting to the Customer Retention Manager.

The successful incumbent is a self-starter with a proven track record in maintaining company policy, adopting best practices, and is able to exercise sound judgement in the pursuit of the achievement of the goals of the organisation, and understanding the role which the Customer Retention Officer plays within a successful business unit. The incumbent will be expected to be results driven and to live the values of the organisation.

Main Puprose of the Position

The position is responsible for retaining, maintaining and improving the company and customer relationship through ensuring service levels are met and that the customers are informed of the Company's full service offerings available to them

Key Performing Areas

Strategic Focus

• Ensure the customer services plan are updated and implemented
• Ensure that we comply with the SATMETRIX and Risk 360 requirements
• Ensure we have an updated customer renewal strategy
• Ensure that we maintain a 97% customer retention rate
• Ensure that you flag any renewal risks and expansion opportunities

Commercial Excellence

• Drive quarterly targeted communication campaigns aimed at all renewal customers
• Ensure solutions are figured specifically to meet requirement of renewal & possible termination customers
• Measure and capture the actual values realized from renewals and saved terminations
• Implement strategic renewals Matrix by May 2022
• Follow up on any open , escalated and or new tickets
• Establish and maintain above the line relationship with all our channel partners and ensure that we have formal and recorded meetings monthly

Technology Innovation

• Prioritize feature roadmap and insights to customer needs.
• Implement and maintain a renewal and termination playbook by Jul 2022
• Communicate value added services and new innovation to renewal and terminate customers quarterly.

Operating Model

• Ensure the proper resourcing of the customers service department
• Ensure all data with regards to renewals and terminations are properly analysed to improve the accuracy of forecasts
• Ensure that proper targets and objectives are set for the Department
• Set KPIs for response times to customers and make it measurable
• Identify key trends for renewals and terminations and present monthly to Exco
• Ensure the effective administration of the Department

Operational Excellence

• Participate in all health & safety forums established by the Company

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace

Ideal Candidate

Qualifications & Experience

• Grade 12 / Matric Equivalent
• Relevant Customer Retention Qualification
• Minimum 2-3 years experience in Customer Retention Field
• Similar industry experience advantageous

Skills & Attributes

• Computer Literacy (Google Workspace & MS Office)
• Excellent Communication (written and verbal)
• Excellent customer relations skills
• Very organized and detail oriented
• Demonstrates high levels of patience and resilience
• Understand and evaluate data quickly
• Understanding the organizational environment
• Understanding and delivering the organization's goals and objectives
• Supporting and working with others
• Dealing with complexity and ever-changing circumstances
• Delivering great customer service
• Sharing and cooperating

Package Description

Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage