Retention Consultant - Inbound and Outbound X 3 Positions

Position Summary

Industry: IT & Internet

Job category: Call Centre and Telesales

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer by means of objection handling and offering different retention tools to keep our customers on board. Tracker requires the services of Retention consultant in the Retention department based at Tracker Head Office in Johannesburg.

Job Description

• Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
• Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards.
• Acting on all incoming calls within the SLA.
• Action e-mail requests received from internal and external customers.
• Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
• Manage all the escalations within the SLA requirements.
• Address general product information enquiries timeously and accurately.
• Update customer details on internal systems (CDS; CRM; Willow; Tems; TX; Master; Proxy; Aspect; Sharepoint)
• Follow up on customers outstanding queries only applicable during a retention request.
• Effective utilization of the Call rating system.
• Retention of customers
• Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.
• Manage time and workloads to ensure that deadlines and targets are met.
  
  

Minimum Requirements

• Minimum requirement is matric
• Previous contact centre experience in a sales or retention environment is essential.
• Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
• Excellent product and systems knowledge.
• At least 3-year Call Centre/Customer Service experience
• At least 1 year Tracker specific experience
• Excellent knowledge of Tracker systems and processes
• Computer literacy in Microsoft Excel (Essential).
• Enthusiastic and passionate about the job
• Result driven.
• Deadline driven.
• Customer Focus
• Analytical
• Ability to work under pressure.
• Ability to work independently.
• Logical & methodical attention to detail
• Excellent Communication Skills (verbal & written)