Retentions Consultant-1 at Old Mutual South Africa

Job Description

• We are looking for a motivated and results-driven Retentions Consultant to join our iWYZE Retentions Team. The successful candidate will be instrumental in helping us maintain and improve our save ratio, reduce client churn, and support the team’s overall performance in line with company objectives.

Key Responsibilities:

• Engage with clients to understand their concerns and reasons for cancellation, offering solutions that align with their needs.
• Demonstrate exceptional listening and communication skills to build trust and rapport.
• Utilize objection-handling techniques to retain clients effectively.
• Collaborate with team members and management to refine strategies for client retention.
• Ensure that SLA (Service Level Agreement) targets are met, including response times for emails and calls.
• Maintain accurate records of client interactions and feedback to support data-driven decision-making.

Qualities and Skills Required:

• Strong Communication Skills: Ability to engage with clients clearly and persuasively.
• Problem-Solving Ability: Quick thinking to present alternative solutions that meet client expectations.
• Empathy and Client-Centric Approach: Understand client concerns and provide personalized service.
• Proven Retention Expertise: Experience in retention strategies with a history of high save ratios is a plus.
• Team Player: Willing to collaborate and share knowledge for the betterment of the team.
• Reliability and Consistency: Dependable with a proactive approach to handling tasks.
• Flexibility and Adaptability: Comfortable working in a fast-paced environment with shifting priorities.
• Analytical Skills: Capability to analyze feedback and identify areas for improvement.
• Resilience: Ability to handle pressure and maintain composure when faced with challenging situations.
• Attention to Detail: Ensure all interactions and records are precise and complete.

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• Manages Ambiguity
• Manages Complexity

Closing Date

• 28 February 2025 , 23:59