Retentions and DebiCheck Consultant at Optimi Learning

Job Description

• Optimi is looking for a customer-focused, resilient, and target-driven individual to join the team as a Retentions and DebiCheck Consultant. The ideal candidate should have a passion for delivering exceptional customer service, building lasting client relationships, and driving customer retention while managing DebiCheck processes in a fast-paced environment.

REQUIREMENTS

• Grade 12.
• Sales/Marketing qualification (advantageous).
• Minimum 2 years' sales-related experience.
• Experience in customer retention, outbound calling, or a contact centre environment (advantageous).
• Proficient in MS Office.
• Fluent in English (written and verbal)

DUTIES

• Engage with existing clients to retain enrolments and strengthen customer relationships.
• Handle customer retention and cancellation enquiries in line with company procedures.
• Build positive client relationships to encourage loyalty and long-term retention.
• Monitor and manage daily DebiCheck mandates.
• Initiate DebiCheck mandates where required.
• Review Beginning of Day, Data File, and End of Day reports.
• Escalate system-related issues requiring intervention.
• Conduct outbound retention, finance-awaiting, and DebiCheck campaigns.
• Understand client requirements and recommend suitable educational solutions.
• Convert sales opportunities in line with monthly targets.
• Follow approved inbound and outbound call processes and quality standards.
• Assist walk-in clients where required.
• Maintain accurate customer records and sales information on internal systems.
• Prepare and distribute daily reports and provide reporting support to management.
• Identify trends and recommend process improvements.
• Adhere to scheduled working hours and complete all call-related administration accurately.
• Assist colleagues with overflow work, including leads and customer tickets.
• Reassign unassigned tickets and leads to ensure timely follow-up.
• Support team objectives through collaboration and perform additional duties as required.