Retentions Agent - 6 month Fixed Term Contract at Webafrica

Requirements
The Retentions Specialist will be required to retain customers who want to cancel their service(s) with Webafrica by using their customer service skills coupled with an influence of sales abilities. The role requires an individual with excellent communication skills with the ability to be effective at conflict resolution.

A unique interface will allow the agent to see customers who have clicked the ‘cancelled’ button and in turn create an opportunity to retain the customer.

The interface will include:

• Customer Contact Details
• Age of cancellation in days

The mandate will be to attend to these customers as quickly as possible as the success of retaining customers relies on us addressing any issues and correcting those expeditiously.

The agent will be required to perform in a fast-paced, result driven environment meeting their targets on a monthly basis.

Being able to propose solutions and negotiate with customers will be a key driver in the success of this role.

Required Skills

• Customer Service – Must be able to interact, assist and understand the frustration / situation that lead to a cancellation
• ISP and Technical Support Experience will serve to the successful candidate's advantage
• Patience – A high degree of patience will be required to gather information that lead to a cancellation taking place
• Conflict Resolution – Must be able to navigate challenging situations with irate customers
• Problem-solving abilities – Being able to think on your feet will be a valuable asset in this role in order to establish and determine a resolution for the customer
• Communication Skills – Strong written and verbal abilities will assist the agent in being able to articulate solutions and proposals to keep the customer onboard.
• Organization Skills – Having to keep detailed timelines of events with the desired outcome of retaining a customer will assist the agent in achieving that goal