Retention Consultant - Inbound And Outbound (6 Months Fixed Term Contract)

Tracker South Africa; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading service provider in customer retention is seeking a Retention Consultant for a 6-month fixed-term contract in Gauteng. The role involves converting cancellations to new contracts and managing customer queries within service level agreements. Ideal candidates should have contact centre experience and strong knowledge of systems and products. This position offers opportunities for individuals who are customer-focused and able to work under pressure.

Qualifications

• Minimum 1-year experience in handling technical queries.
• At least 3-year Call Centre / Customer Service experience.
• At least 1 year Tracker specific experience.

Responsibilities

• Converting cancellations to new contracts.
• Ensuring efficient handling of electronic requests.
• Resolving customer service queries and concerns.

Skills

Customer Focus

Analytical Ability

Product Knowledge

System Knowledge

Attention to Detail

Education

Matric

Tools

Microsoft Excel

Job description

Retention Consultant - Inbound and Outbound (6 Months Fixed Term Contract) Listing reference : track_ Listing status : Online Apply by : 25 September

• Position summary Job category : Call Centre and Telesales Location : Randburg Contract : Fixed Term Contract Remuneration : Market Related EE position : Yes Introduction Tracker wants to act on all cancellation calls / e-mails received, with the focus on retaining the customer by means of objection handling and offering different retention tools to keep our customers on board.

Tracker requires the services of Retention consultant in the Retention department based at Tracker Head Office in Johannesburg.

This is a FTC position for 6 Months.

Responsibilities Converting cancellations to new contracts, De / Re or Change of ownership with assistance from the sales departments / business sales consultantp>

Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards.

Acting on all incoming calls within the SLA.

Action e-mail requests received from internal and external customers.

Resolving all cancellations and customer service queries and / or concerns according to the relevant SOP.

Manage all the escalations within the SLA requirements.

Address general product information enquiries timeously and accurately.

Update customer details on internal systems (CDS; CRM; Willow; Tems; TX; Master; Proxy; Aspect; Sharepoint) Follow up on customers outstanding queries only applicable during a retention request.

Effective utilization of the Call rating system.

Retention of customers Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.

Manage time and workloads to ensure that deadlines and targets are met.

Minimum qualifications and experience Minimum requirement is matric Previous contact centre experience in a sales or retention environment is essential.

Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.

Excellent product and systems knowledge.

At least 3-year Call Centre / Customer Service experience At least 1 year Tracker specific experience Excellent knowledge of Tracker systems and processes Computer literacy in Microsoft Excel (Essential).

Enthusiastic and passionate about the job Customer Focus Analytical Ability to work under pressure.

Ability to work independently.

Logical & methodical attention to detail No Benefits (6 Months fixed term contract) Do you require assistance with the registration or application process ?

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