Customer Retention Specialist - Insurance

YOUI; Pretoria; On-site; ZAR 180,000 - 240,000; Full time

Job summary

YOUI, a member of the OUTsurance Holdings Group in South Africa, seeks a Retention Advisor to retain policyholders by delivering exceptional service and proactive problem solving. The role focuses on reducing cancellations, increasing renewal rates, and achieving the Business Plan targets.

You will handle inbound and outbound retention calls, capture detailed notes, follow the correct processes, and apply the sales approach to retain customers while staying compliant and accurate.

Qualifications

• Matric/NSC completed is required.
• 2 years corporate sales experience is advantageous.
• 2 years insurance retention experience is advantageous.
• Strong focus on cancellation ratio and compliance.

Responsibilities

• Retain customers by addressing cancellation requests and offering retention solutions.
• Deliver exceptional service through inbound and outbound retention calls with compliance.
• Achieve and exceed retention, quality, and performance targets aligned to the Business Plan.
• Ensure accurate administration with detailed notes and proper processes.
• Share customer insights to aid continuous improvement and product knowledge.

Job description

YOUI, a member of the OUTsurance Holdings Group in South Africa, seeks a Retention Advisor to retain policyholders by delivering exceptional service and proactive problem solving. The role focuses on reducing cancellations, increasing renewal rates, and achieving the Business Plan targets.

You will handle inbound and outbound retention calls, capture detailed notes, follow the correct processes, and apply the sales approach to retain customers while staying compliant and accurate.