Retention Officer - Cashmaster, Waltloo - Pretoria at Fidelity Services Group

• The purpose of the Retention officer is to design and implement customer retention strategies to increase satisfaction, loyalty and retain business. The incumbent will play a crucial role in preserving the company's customer base and maximizing customer lifetime value.

Minimum Requirements:

• Grade 12
• Post-matric qualification in the relevant field advantageous
• 3+ years’ experience in a similar role.
• Analytical mindset with the ability to interpret customer data and draw actionable insights.
• Knowledge of the industry and market trends affecting customer retention
• Excellent customer service skills.
• Strong problem solving and conflict resolution skills.
• Advanced communication and interpersonal skills.
• Strong ability for cross-functional collaboration
• Have a persuasive attitude.
• Advanced organizational skills.

 Responsibilities:

• Communicating with customers and gathering information about customer complaints.
• Analyzing customer behavior, writing, and presenting customer behavior reports.
• Collecting data regarding customer service trends in the business.
• Conduction of customer needs analysis.
• Developing aggressive retention strategies based on customer feedback and behavior.
• Providing internal feedback on how to improve client retention.
• Analyze customer account trends to continuously improve retention, upsell and cross-sell strategy.
• Tracking soon to be expired contracts and negotiating with customers to renew contracts and retain business.
• Meeting with the sales team to propose customer retention solutions.
• Building positive relationships with customers and business associates.
• Measuring key performance metrics related to retention efforts.

  Core Competencies

• Strong analytical and problem-solving skills.
• Excellent teamwork and communication skills to collaborate effectively with cross-functional teams.
• Strong written and oral communication skills
• Ability to work under pressure and meet targets and deadlines.
• Able to work effectively in a complicated environment with minimal management guidance/supervision.
• Ability to multi-task and prioritize work schedules.

 Skills

• Interpersonal
• Communication
• Critical thinking
• Diplomacy
• Persuasion and influencing
• Judgement and decision making
• Customer Orientation

Closing Date 31 August 2023