Retention Consultant - Randburg at Tracker Connect (Pty) Ltd

Job description

• Converting cancellations into retains by means of objection handling and utilizing different retention tools to keep the customer on board.
• Ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.
• Action e-mail requests received from internal and external customers.
• Acting on all incoming calls within the SLA.
• Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
• Address general product information enquiries timeously and accurately.
• Effective utilization of the Call rating system.
• Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.
• Negotiate and make relevant product and service adjustments in line with product pricing and Tracker’s retention strategy.
• Manage time and workloads to ensure that deadlines and targets are met.
• Meet targets as per Key Performance Agreement.
• Deal with customer queries and complaints in a competent, efficient, and professional manner.
• Identify concerns or trends, investigate, and propose possible solutions for problems.
• Accurate record keeping of statistics as per stipulated guidelines.
• Ability to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.

Minimum requirements

• Matric
• RE5 qualification requirement
• FAIS Credits advantageous
• 3-4 years working experience in a Contact Centre.
• Previous contact centre experience in a sales or retention environment is essential.
• Certificate in Customer Services will be an advantage
• Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
• Excellent product and systems knowledge.
• A passion for retaining customers through excellent customer service delivery, a professional attitude always.
• The incumbent should have excellent interpersonal skills.
• The ability to cope with a constant changing and pressurized environment.
• The ability to work in an environment where multi-skilling is required.
• Work accurately with high level of attention to detail.
• Advanced MS Office proficiency.
• Must be self-sufficient, assertive, and influential
• Optimistic and caring