Retention Administrator at Tracker Connect (Pty) Ltd

About the Job

Introduction

• The primary objective for appointing an administrator in the Contact Centre includes providing and recording information that is communicated to external partners and internal stakeholders, handle queries and escalations from internal and external stakeholders.
• The successful incumbent will handle queries and complaints in a competent, efficient, and professional manner in accordance with Tracker’s quality standards and values are resolved according to the relevant SOP.

Job description

Responsibilities

• Accuracy checks on contracts/data loaded.
• Action Policy/Customer cancellation request.
• Stats validators (Using reports/ voice recordings to validate stats)
• Evaluate adherence to company policies/procedures and statutory requirements.
• Identify missed retention/sales opportunities for training purposes.
• Administer leads daily.
• Completing all Consumer and Business Admin cancellations as and when received
• Compile and communicate productivity stats.
• Compile monthly report and send it for management’s review.
• Ensure that queries are resolved according to the relevant SOP.
• Provide proactive and innovative solutions to drive customer experience.
• Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service.
• Achieve reporting deadline.

Minimum requirements

Required Experience & Qualifications

• Matric
• 1 year working experience.
• Proficient in Microsoft Office suite
• Strong understanding of customer service
• Sound Administrative, Analytical skills
• Deadline driven and adherence to schedule.
• Logical thinking
• Able to work independently.
• The ability to cope with a constant changing and pressurized environment.
• Must be self-motivated and a good team player.
• The ability to work in an environment where multi-skilling is required.

Required Competencies

• Professional
• Flexible
• Methodical attention to detail
• Enthusiastic and passionate about the job
• Judgment/Problem solving.
• Adaptability
• Integrity
• Interpersonal skills
• Excellent Communication Skills (verbal & written)
• Conflict Management