Customer Retentions Agent at RSAWEB

Job Description

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service.

Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa.

We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband.

These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Specialisation fields:

•  Cloud infrastructure
•  Enterprise connectivity
•  Mobile connectivity and data management
•  Fibre-to-the-Home (FTTH)
•  Fibre-to-the-Business (FTTB)

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, everyday.

Our values:

•  Creativity
•  Humanity
•  Innovation
•  Passion

Where will the successful candidate fit in?

• Based within our Consumer Division, using your amazing customer centric approach, you will be responsible for managing the customer retentions process from beginning to end.

Job Requirements

•  Utilise effective methods to retain existing customers using various platforms, including WhatsApp, email, calls and instant messaging.
•  Attempting to retain customers who are behind with account payments by arranging payment plans, payments and fixing any billing issues.
•  Implement various strategies to increase retention and improve customer experience.
•  Collaborate with different departments to improve retention strategies.
•  Ability to understand complex customer situations and provide appropriate solutions.
•  Ticket management.
•  And any other reasonable task

Requirements

•  Grade 12 or equivalent.
•  Relevant tertiary qualification (preferred).
•  Customer service experience of at least 3 years.
•  Complaint and escalation handling experience of at least 2 years.
•  Minimum of 2 years retentions experience.
•  Debt collection experience is preferred.
•  Experience within an ISP of at least 1 year (preferred).
•  Strong attention to detail and customer focus.
•  1-year experience working on a CRM.
•  Strong MS Excel ability.