Retention Support Consultant - 6 months Fixed Term Contract

Tracker Connect; Randburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT company in Randburg is seeking a Retention Support Consultant to manage customer complaints, queries, and cancellations. This role focuses on retaining customers and providing excellent service, requiring at least 3 years of Call Centre experience and strong communication skills. The contract is permanent with responsibilities including addressing escalations and handling administrative tasks.

Qualifications

• At least 3-year Call Centre/Customer Service experience.
• Previous contact centre experience in a sales or retention environment is essential.
• Minimum 1-year experience in handling technical queries.

Responsibilities

• Handle all consumer and business complaints, queries, and escalations.
• Convert cancellations to new contracts, De/Re or Change of ownership.
• Ensure all electronic requests received are handled efficiently.

Skills

Excellent Communication Skills (verbal & written)

Analytical

Customer Focus

Computer literacy in Microsoft Excel

Ability to work under pressure

Logical & methodical attention to detail

Education

Matric

Tools

Microsoft Excel

Job description

Position Summary

Industry: IT & Internet

Job category: Administration

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

The primary objective for appointing a Retention Support Consultant in the Retention Contact Centre is to handle all consumer and business complaints, queries and escalations from internal and external stakeholders. The Retention Support Consultant will also handle all consumer and business cancellations to prevent future billings. This individual will also be expected to assist on other administrative tasks to ensure that turnaround times are achieved and maintained. Tracker requires the services of Retention Support Consultant in the Retention department based at Tracker Head Office in Johannesburg.

Job Description

• Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
• Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards.
• Action e-mail requests received from internal and external customers.
• Completing all Consumer and Business Admin cancellations as and when received
• 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 Requirements

• 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
• Result driven.
• Deadline driven.
• Customer Focus
• Analytical
• Ability to work under pressure.
• Ability to work independently.
• Logical & methodical attention to detail
• Excellent Communication Skills (verbal & written)

Benefits

No Benefits (6 Months fixed term contract)