Retention Consultant at Telesure Investment Holdings (TIH)

Specification    
Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance and KPIs.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Requirements    

• General Education
• Matric / Grade 12 or SAQA Accredited Equivalent (essential) Regulatory Exam 5 (advantageous)

General Experience

• 1 year retentions experience (essential)

Job Closing Date: 10th, March 2022