Customer Retention Specialist

Advanced Thinking Management Group; Wes-Kaap; On-site; ZAR 180,000 - 270,000; Full time

Job summary

ATM Group is expanding our customer operations and seeking confident Retentions Advisors to join our growing team. You will engage with customers considering cancellations, understand their reasons, and demonstrate the value of staying with us.

You’ll handle retention and cancellation enquiries, build rapport through listening and empathy, and use negotiation to protect relationships. A collaborative, target-driven environment awaits.

Qualifications

• Experience in customer retention, sales, or contact centre environments.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion and objection-handling abilities.
• Confidence discussing cancellations and retaining customers.
• Ability to build rapport quickly and establish trust.
• Able to navigate multiple systems while updating records.

Responsibilities

• Handling customer retention and cancellation enquiries professionally and confidently.
• Understanding reasons behind customer decisions and identifying retention opportunities.
• Building rapport quickly through active listening and empathy.
• Using negotiation and objection-handling techniques to protect relationships.
• Presenting relevant retention offers based on customer needs.
• Updating customer accounts and recording outcomes across systems.
• Working to retention, quality, productivity and customer experience targets.
• Collaborating with team leaders to improve performance.

Skills

Customer retention

Sales

Customer service

Verbal skills

Written skills

Negotiation

Objection handling

CRM systems

Multi-system navigation

Team collaboration

Tools

CRM software

Job description

ATM Group is expanding our customer operations and seeking confident Retentions Advisors to join our growing team. You will engage with customers considering cancellations, understand their reasons, and demonstrate the value of staying with us.

You’ll handle retention and cancellation enquiries, build rapport through listening and empathy, and use negotiation to protect relationships. A collaborative, target-driven environment awaits.