Retention Officer at Educor Holdings

Company Description

• Educor is the largest private education supplier in Southern Africa., managing 10 educational brands across its more than 60 campuses and sites in South Africa and internationally. As a Group we possess a rich heritage with brands that have been in existence for many years. Since our inception in 2008, Educor has evolved into an education giant offering face-to-face, distance and online learning. Our face to face brands include Damelin, City Varsity, ICESA and Central Technical College. Distance brands include INTEC College, Damelin Correspondence College (DCC) and our higher-education distance brand, Lyceum.

Job Description
Retentions Officer

Durban Commercial City

Market Related

• Key customer care role handling calls from people who are thinking about cancelling online courses.
• Patiently listen and be empathetic
• Track information
• Apply consultative skills regarding pricing and courses

Educational Requirements:

• Minimum 1 year sales experience
• Customer care experience
• Typing speed 25 wpm
• Computer literate: MS Outlook, MS Word and MS Excel

Duties and Responsibilities:

• Ability to build relationships
• Become a product knowledge expert to switch sell students across various online courses
• Ensure students who have requested cancellations are contacted and retained
• Deliver excellent customer service
• Carry out accurate and efficient sales related administration
• Liaise effectively with students
• Generate retentions and switch sells through telephonic consultation
• Work closely with customer care department to ensure student communication journey is adhered to
• Record prospective student details from each enquiry
• Product retentions reports on a daily/weekly and monthly basis
• Ensure student cancellations is processed within SLA
• Capture leads on CRM system