Retention Specialist - Inbound/Outbound Wins

Tracker South Africa; Randburg; On-site; ZAR 201,000 - 290,000; Full time

Job summary

Tracker South Africa is seeking a Retention Consultant for inbound and outbound calls in Randburg. The role focuses on converting cancellations, handling retention requests, and maintaining customer satisfaction with strong product knowledge and system proficiency.

The candidate should have extensive call centre experience, a minimum matric, and solid experience in retention, with excellent Excel skills and the ability to work under pressure in a fast-paced environment.

Qualifications

• 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 customers and having a financial background.
• 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.

Responsibilities

• Converting cancellations to new contracts with assistance from sales departments.
• Ensure electronic requests in Retention are handled within SLAs.
• Handle incoming calls within the SLA.
• Action e-mails from internal and external customers.
• Resolve cancellations and customer service queries per SOP.
• Manage escalations within SLA requirements.
• Address general product information enquiries accurately and timely.
• Update customer details on internal systems.

Skills

Customer focus

Analytical

Under pressure

Independent

Logical thinking

Attention to detail

Excellent product knowledge

Education

Matric

Tools

Microsoft Excel

Job description

Tracker South Africa is seeking a Retention Consultant for inbound and outbound calls in Randburg. The role focuses on converting cancellations, handling retention requests, and maintaining customer satisfaction with strong product knowledge and system proficiency.

The candidate should have extensive call centre experience, a minimum matric, and solid experience in retention, with excellent Excel skills and the ability to work under pressure in a fast-paced environment.