Retention Administrator

Tracker South Africa; Randburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tracker South Africa is seeking a Retention Administrator to support data-driven retention initiatives at our Randburg head office. You will manage email distributions, compile daily/weekly dashboards, and produce timely reports to inform strategic decisions.

The role requires Matric with contact centre experience and at least 6 months in administration. You will use IEVOVLE, CDS, Willow and CRM systems to ensure accurate data and excellent service.

Qualifications

• Matric with 2 years’ contact centre experience.
• Minimum 6 months administration experience.
• Excellent product and systems knowledge (IEVOVLE, CDS, Willow, CRM).

Responsibilities

• Distribute work from multiple email boxes and allocate to the relevant channels.
• Compile daily outstanding items for business and consumer retentions.
• Maintain SLA/TAT spreadsheets and daily reporting.
• Produce weekly/monthly dashboards for Retention and Direct Sales.
• Record overtime and ensure accurate statistics per guidelines.
• Meet KPIs and investigate trends to propose solutions.

Skills

Contact centre experience

Administration

Data analysis

Education

Matric

Tools

IEVOVLE

Willow

CDS

CRM

Job description

Job category: Admin, Office Support and Services

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

The Retention Administrator is responsible for supporting customer retention strategies through the development, management and analysis of data-driven reports. The Retention Administrator is involved in tracking key retention metrics, producing actionable insights, and ensuring the accuracy of data that informs strategic decisions across the business.Tracker requires the services of Retention Administrator in the Retention department based at Tracker Head Office in Johannesburg

• Distribution of work allocation from various email boxes
• Compile daily outstanding’s on Business and Consumer retentions.
• SLA TAT spreadsheet to be completed daily
• Compile and allocate work items for urgent attention
• Filtering of email boxes, Mailboxes but not limited to: (Business retentions, Consumer retentions, Retentions queries)
• Distribute emails to the relevant channels/departments.
• Assist with Customer Update requests and admin cancellations.
• Submitting monthly, weekly, and daily reports as required
• Weekly/Monthly Dashboards for Direct Sales and Retention department
• Compilation of overtime hours worked monthly as required
• Meet targets as per Key Performance Agreement.
• Identify concerns or trends, investigate, and propose possible solutions for problems.
• Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient customer service.
• Accurate record keeping of statistics as per stipulated guidelines.

• Matric coupled with 2 years working experience in a Contact Centre.
• Minimum 6 months Administration experience
• Excellent product and systems knowledge. (IEVOVLE, CDS, Willow, CRM)