Customer Retention Specialist

RSAWEB; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical Aid (Discovery)

Reduced Gap Cover Rates (Turnberry)

Retirement Annuity Contribution (Allan

Job summary

RSAWEB seeks a dedicated retention specialist within our Consumer Division to manage the customer retention lifecycle from initiation to resolution. You will design and execute strategies to retain customers, collaborate with multiple departments, and ensure high levels of satisfaction through effective ticket management.

The role requires 5+ years in customer service, 2+ years in retention, and 1 year CRM experience; a tertiary qualification is preferred.

Qualifications

• Grade 12 or equivalent.
• 5+ years customer service experience.
• 2+ years retention experience.
• 2+ years complaint/escalation handling experience.
• 1 year experience working on a CRM.

Responsibilities

• Utilize effective methods to retain existing customers.
• Manage short- and long-term retention plans.
• Implement strategies to increase retention.
• Collaborate with departments to improve retention strategies.
• Ticket management.
• Understand complex customer situations and provide appropriate solutions.
• Perform any other reasonable task.

Skills

Customer service

Retention management

CRM experience

Communication skills

Education

Grade 12 or equivalent

Relevant tertiary qualification

Tools

CRM software

Job description

RSAWEB seeks a dedicated retention specialist within our Consumer Division to manage the customer retention lifecycle from initiation to resolution. You will design and execute strategies to retain customers, collaborate with multiple departments, and ensure high levels of satisfaction through effective ticket management.

The role requires 5+ years in customer service, 2+ years in retention, and 1 year CRM experience; a tertiary qualification is preferred.