Retention Advisor

Concentrix - CA; Cape Town; On-site; ZAR 150,000 - 210,000; Full time

Job summary

An established industry player is seeking a passionate Retention Advisor to enhance customer experiences through personalized service and product promotion. In this dynamic role, you will engage with customers to understand their needs and provide tailored solutions, ensuring they receive the best entertainment options available. Your ability to thrive in a target-driven environment and deliver exceptional service will be crucial. Join a team that values innovation and customer satisfaction, where your contributions directly impact the success of the company and its clients. If you are ready to take on challenges and grow in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Minimum Grade 12 required with call centre experience preferred.
• B2 English proficiency and computer literacy are essential.

Responsibilities

• Understand customer needs to create tailored packages.
• Promote Sky products and ensure customer satisfaction.
• Adhere to compliance guidelines for premium service.

Skills

Customer Service

Sales Skills

Communication Skills

Problem Solving

Adaptability

Education

Grade 12 / Metric

B2 English Language Level

Tools

Computer Literacy

Job description

Job Title: Retention Advisor

Job Description

1. Minimum of Grade 12 / Metric
2. 1 year call centre experience AND / OR 6 months Direct Sales experience (excluding retail clothing) OR Collections and customer service experience
3. Minimum B2 (English Language level, Email Writing and Computer Lit)
4. Neutral voice profile

Key Responsibilities will include:

1. Quickly understanding customers’ requirements to create a tailor-made package that best suits their needs, ultimately persuading new customers to choose Sky as their entertainment provider or upgrading current subscriptions to make sure each customer is getting the most out of their package. This will be accomplished through engaging and meaningful conversations.
2. Keeping up to date with all Sky products and campaigns so that you are able to effectively support our customers and promote new and existing products, as well as our Sky brand.
3. Keeping the customer at the heart of all that we do.
4. Sharing best practice with colleagues and delivering and receiving feedback so that you are constantly learning and improving.
5. Continued self-development through a range of learning and development resources.
6. Delivering the best service in the country in every interaction.
7. Adhering to all compliance guidelines to ensure you are providing premium entertainment products to the right customers, in the right way.

Personal skills required for the role:

1. You’ll have a passion to sell, while always putting the customer first to deliver a solution that most suits their needs.
2. You thrive in a target driven environment and take ownership of your performance to meet expected KPIs.
3. Exceptional service is second nature to you, and doing the right thing for our customers will be your natural approach.
4. You’ll be a resilient, flexible and innovative thinker who can quickly understand a customer’s needs and will be able to draw on the resources at your disposal to find the right solution.
5. You’re confident in a high paced environment and able to adapt to changing requirements.
6. You’ll be able to build relationships with our customers quickly, showing compassion and empathy when needed in a helpful, upbeat and positive manner whilst letting your personality shine through.
7. Passionate about providing our customers with the best service in the country, you will see challenges through to resolution.
8. You’ll have a desire to understand new technology, and be in touch with the latest technology trends.
9. Working in a busy call Centre you’ll need to be a self-starter, but will also enjoy working with and contributing to the benefit of the wider team.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

#ConcentrixSA

Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type: Full time

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