Retention Consultant

Discovery Limited; Gqeberha; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Discovery Limited seeks a Retentions Consultant to engage with members considering cancellation of their services. The role involves understanding client concerns, resolving issues, and promoting services while ensuring high levels of customer satisfaction. Candidates should have call center and sales experience with a strong focus on customer service and results.

Qualifications

• 6-12 months Call Centre experience is required.
• At least 6 months sales or collections experience is preferred.

Responsibilities

• Engage with members at risk of cancelling their products.
• Resolve client issues to demonstrate value and retain business.
• Maintain accurate records and statistics of client interactions.

Skills

Persuasiveness

Relationship Management

Customer Service

Integrity

Results Driven

Education

Matric

Job description

Discovery Vitality RSA

Retentions Consultant

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Vitality RSA

Vitality is at the heart of Discovery’s shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches. Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, operations, systems, strategic programs and wellness – providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

About This role

The primary purpose of a Retentions Consultant is to proactively engage with members who are at risk of cancelling their products or services, with the goal of understanding their concerns, resolving issues, and offering suitable solutions to retain their business and demonstrate the value of Vitality. This role is vital in preserving customer loyalty, minimizing churn, and ensuring long-term revenue sustainability by delivering exceptional service, building trust, and reinforcing the value of the product or service offering.

Areas of responsibility may include- but is not limited to

• Inbound / outbound telephonic Conservation to existing Discovery Vitality clients, who have requested the cancellation of their policy with the goal of convincing them to stay
• Ensure all conservation targets are met
• Proactively determine the client’s needs and can resell products to members
• Proactively evaluate interactions with clients always providing dazzling service to internal and external clients
• Ensuring that all of the client’s concerns are addressed and resolved by the relevant areas
• Keep accurate statistics on all calls, contacts and clients spoken to and report findings to management

• Ensure that all administrate changes are done timeously, followed through, and monitored

Personal Attributes and Skills

• Upholds ethics and values
• Demonstrates integrity
• Gains clear agreement and commitment from others by persuading, convincing and negotiating
• Easily establishes good relationships with customers and staff and relates well to people at all levels
• Writes clearly and correctly
• Works hard and puts in longer hours when necessary
• Has sale abilities and persuasiveness
• Friendly, sincere, confident, and positive
• Be able to work well within a team
• Be self-managed
• Have excellent administrative skills and be extremely organized
• Have the ability to deal well with change
• Ability to maintain confidentiality
• Have excellent written and verbal skills
• Be self-motivated and pro-active
• Be able to prioritize, work well under pressure and manage deadlines
• Be professional at all times
• Display resilience
• Be service orientated and member centric

• Results driven

Education and Experience

• Matric
• 6 -12 months Call Centre experience
• At least 6 months sales or collections experience

Relationship management

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.