Retentions Agent at Rain South Africa

Description

• To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for customer service. Ultimately, a top-class retention specialist is able to improve loyalty by creating lasting bonds with customers.

Key Responsibilities: 

• Implement customer retention strategies to increase loyalty and retain business. 
• Analyse customer feedback and customer behavior.
• Compile reports for management (stats and analytics).
• Keep an accurate record of calls, retentions and migrations and note useful information on the system, keep a record of all interactions, in a comprehensible way. 
• Negotiate with customers to renew contracts and retain business. 
• Meet with the sales and onboarding teams to propose customer retention solutions. 
• Build positive relationships with customers and business associates. 
• Be willing to work over and beyond shift hours where required. 
• Be a team player and assist where required. 
• Ensure you meet daily targets and facilitate future customer loyalty. 
• Assist sales and onboarding teams should the need arise. 

Requirements: 

• Matric
• 2+ years' experience in Retentions environment. 
• 2 years' experience in a Customer Contact Centre environment. 
• Experience in selling and retaining on different channels. 

Personal Attributes:

• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software. 
• Ability to remain calm and professional in stressful situations. 
• Advanced communication and interpersonal skills. 
• Empathy and patience. 
• Advanced organizational skills.