Retention Consultant

Position Summary

Industry: IT & Internet

Job category: Call Centre and Telesales

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

The primary objective for appointing a Retention consultant in the Retention Contact Centre is to handle all consumer and business complaints, queries and escalations from internal and external stakeholders. The Retention consultant will also handle all consumer and business cancellations to prevent future billings. This individual will also be expected to assist on other administrative tasks to ensure that turnaround times are achieved and maintained.

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.
• Action e-mail requests received from internal and external customers.
• Completing all Consumer and Business Admin cancellations as and when received
• 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)