Retentions Agent

SUMMARY:
We are looking for a dynamic retention specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

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 customer loyalty by creating lasting bonds with customers.

POSITION INFO:
key responsibilities

• Implement customer retention strategies to increase loyalty and retain business.
• Analyse customer feedback and customer behaviour
• 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 shifted hours where required
• Seize opportunities to upsell products when they arise
• 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

• Matric/Grade 12
• Clear communication skills (verbal and written)
• Basic computer literacy (CRM systems, email and data entry)
• Ability to handle difficult conversations professionally 
• Problem-solving and objection handling skills
• Strong customer service and sales ability
• Minimum call centre experience, 12 to 18 months

• Prior retentions, sales or customer experience
• Knowledge of company products, billing and cancellation processes
• Ability to work under pressure, and maintain compliance standards
• Negotiation and conflict-resolution skills