Retention Specialist: Customer Solutions & Growth

Advanced Thinking Management Group; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Comprehensive onboarding and training

Ongoing coaching and development

Career progression opportunities

Collaborative and supportive team

Exposure to global brands

Job summary

ATM Group is expanding our customer operations and we’re seeking confident Retentions Advisors to join our growing team. You’ll engage with customers considering cancellations, understand their needs, overcome objections, and demonstrate the value of remaining a customer.

This role operates on a rotational shift basis, with hours across weekdays and weekends. You’ll work toward retention, quality, productivity, and customer experience targets in a fast-paced, target-driven environment.

Qualifications

• Previous experience in customer retention, sales, customer service, or a contact centre.
• Excellent verbal and written communication skills.
• Strong negotiation and objection-handling abilities.
• Ability to work towards retention and performance targets.
• Comfortable in a fast-paced, target-driven environment.

Responsibilities

• Handle retention and cancellation enquiries professionally.
• Identify opportunities to retain customers.
• Build rapport through active listening and questioning.
• Use negotiation and objection-handling techniques.
• Present retention offers based on customer needs.
• Communicate product value clearly.
• Update customer accounts across systems.
• Follow processes, compliance, and quality standards.
• Achieve retention, quality, productivity, and CX targets.
• Collaborate with Team Leader to improve performance.
• Contribute to a positive team culture.

Skills

Customer retention

Sales experience

Customer service

Communication skills

Negotiation

Objection handling

CRM software

Tools

CRM software

Job description

ATM Group is expanding our customer operations and we’re seeking confident Retentions Advisors to join our growing team. You’ll engage with customers considering cancellations, understand their needs, overcome objections, and demonstrate the value of remaining a customer.

This role operates on a rotational shift basis, with hours across weekdays and weekends. You’ll work toward retention, quality, productivity, and customer experience targets in a fast-paced, target-driven environment.