Retentions Agent - Cape Town at 1-grid

Job Purpose

The Retention Agent is responsible for proactive relationship building with Customers. This position is effectively to retain customers through positive relationship building, listening to concerns/addressing issues, understand reasoning for moving services to other service providers and educating on available products and services.

A customer-oriented focused individual is necessary to preserve long term customer satisfaction and who has excellent communication skills and displays good-judgment.

You will be in contact with clients helping them to resolve any customer, sales or support related issues that they may have. You will work with all departments to achieve the customer satisfaction.

Duties and Responsibilities

• Update all Cancellations and Domain Transfer Out reasons for daily report.
• Build positive working relationships with Customers to increase repeat business.
• Improve service delivery by communicating and understand customer’s needs.
• Handle Agent/Customer cancellation requests via telephone, email, or chat and work to positively resolve issues.
• Develop strategies and recommendations to retain customers.
• Document all customer interactions in the appropriate databases.
• Study, analyse and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to products, services.
• Achieve and maintain daily retentions targets and identify caps and improvements in process, service, or support and to escalate to the relevant channels for improvement.
• Check and filter all queues for potential cancellations/retention queries.
• The individual must be flexible for adhoc duties as and when required.

Qualifications and experience

• Matric or equivalent
• 18 months minimum customer support experience
• Experience within a hosting or tech environment an added advantage including billing/accounts and internet/domains specific exposure
• Computer literate ( MS Office)

Key Competencies

• Tenacious
• Target and deadline driven
• Excellent written and verbal communication
• Customer focused, goes the extra mile and action orientated
• Great interpersonal skills with the ability to build rapport with clients.
• Attention to detail
• Telephone etiquette
• Self - motivated and disciplined
• Teamplayer
• Organised and the ability to plan
• Prioritisation