Customer Retention Consultant at Vodafone Global Enterprise

Role Purpose

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom. Infinity Services Partner Company is looking for a Customer Retentions Consultant
• Handle calls from customers considering cancellations or downgrades, aiming to retain them by understanding their concerns and providing tailored solutions. In this fast-paced, target-driven environment, the role also involves identifying opportunities for upselling and cross-selling to enhance customer value.

Your responsibilities will include:

Customer Retention

• Identify reasons for cancellation or downgrade and offer tailored solutions to retain customers.
• Respond to customer concerns with empathy and professionalism, aiming to resolve issues on the first call.
• Deliver personalised support that builds trust and prevents churn.
• Whenever possible, retain the customer by offering a better plan or product that provides more value and benefits. This not only keeps them but also helps them upgrade in a way that benefits both them and the business.
• Achieve and exceed retention targets by applying effective problem-solving and negotiation skills.
• Maintain high levels of customer satisfaction through consistent, quality service. 

Sales & Value Enhancement:

• Promote relevant products or services that align with customer needs using consultative selling techniques.
• Identify and pursue upsell and cross-sell opportunities during retention discussions by offering improvements that customers will value, benefiting both them and the company.
• Clearly communicate product benefits and value propositions to increase customer engagement.
• Meet and exceed sales targets while maintaining a customer-first approach.
• Continuously improve product knowledge and sales techniques through training and feedback.

Service Delivery & Process Adherence

• Follow established processes and procedures to ensure consistency, compliance, and service quality.
• Make sure that any retention upgrades are well-documented and truly advantageous for both the customer and the business.
• Collaborate with internal teams to resolve complex issues efficiently.
• Ensure adherence to quality standards and regulatory requirements.
• Contribute to continuous improvement by identifying service gaps and suggesting enhancements.

Competencies/ Job Knowledge

• Ability to communicate clearly, empathetically, and professionally with customers.
• Strong focus on building trust and rapport with customers.
• Ability to analyse customer concerns and offer effective solutions.
• Familiarity with products or services offered by the company.
• Ability to use call center software and technology efficiently to assist customers.
• Awareness of company policies and procedures to ensure correct handling of customer queries.
• Ability to follow step-by-step processes to solve customer problems, even when they are a bit complex 

Work Environment

• Call Centre Setting: Work in a dynamic call center environment with a focus on customer service and retention.
• Flexible Scheduling: May be required to work varied shifts, including evenings, weekends, and holidays.

The ideal candidate for this role will have:

• Must have technical /professional qualifications: 
• Matric is essential 
• A Relevant Diploma is desirable
• Minimum 2 years’ experience in a customer solutions environment. 
• A minimum of 2 to 3 years’ experience with Customer care,
• 2 years’ relevant experience in the telecommunications industry (essential)