Retentions Advisor

ATM Group; Wes-Kaap; On-site; ZAR 180,000 - 270,000; Full time

Job summary

ATM Group is expanding our customer operations and seeking confident Retentions Advisors to join our growing team. You will engage with customers considering cancellations, understand their reasons, and demonstrate the value of staying with us.

You’ll handle retention and cancellation enquiries, build rapport through listening and empathy, and use negotiation to protect relationships. A collaborative, target-driven environment awaits.

Qualifications

• Experience in customer retention, sales, or contact centre environments.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion and objection-handling abilities.
• Confidence discussing cancellations and retaining customers.
• Ability to build rapport quickly and establish trust.
• Able to navigate multiple systems while updating records.

Responsibilities

• Handling customer retention and cancellation enquiries professionally and confidently.
• Understanding reasons behind customer decisions and identifying retention opportunities.
• Building rapport quickly through active listening and empathy.
• Using negotiation and objection-handling techniques to protect relationships.
• Presenting relevant retention offers based on customer needs.
• Updating customer accounts and recording outcomes across systems.
• Working to retention, quality, productivity and customer experience targets.
• Collaborating with team leaders to improve performance.

Skills

Customer retention

Sales

Customer service

Verbal skills

Written skills

Negotiation

Objection handling

CRM systems

Multi-system navigation

Team collaboration

Tools

CRM software

Job description

ATM Group is expanding our customer operations, and we're looking for confident, customer-focused Retentions Advisors to join our growing team.

This is an exciting opportunity for individuals who enjoy engaging with customers, understanding their needs, overcoming objections, and finding solutions that encourage customers to stay.

As a Retentions Advisor, you'll play an important role in protecting customer relationships, reducing cancellations, and delivering positive outcomes for both the customer and the business.

What You'll Be Doing

As a Retentions Advisor, you'll engage with customers who are considering cancelling or changing their service. Your role will be to understand their reasons, identify the best possible solution, and confidently demonstrate the value of remaining a customer.

Your responsibilities will include:

• Handling customer retention and cancellation enquiries professionally and confidently.
• Understanding the reasons customers are considering leaving and identifying opportunities to retain their business.
• Building rapport quickly through active listening, empathy, and effective questioning.
• Using strong negotiation, persuasion, and objection-handling techniques.
• Presenting relevant retention offers and solutions based on individual customer needs.
• Clearly communicating the value and benefits of products and services.
• Identifying opportunities to resolve customer concerns before they result in cancellation.
• Taking ownership of challenging customer conversations and working towards positive outcomes.
• Balancing customer needs with commercial objectives.
• Accurately updating customer accounts and recording outcomes across multiple systems.
• Following company processes, compliance requirements, and quality standards.
• Achieving individual and team retention, quality, productivity, and customer experience targets.
• Working closely with your Team Leader and colleagues to continuously improve performance.
• Contributing to a positive, supportive, and high-performing team culture.

What We're Looking For

We're looking for individuals who are confident communicators, commercially aware, resilient, and comfortable having challenging customer conversations.

You should enjoy understanding what motivates customers and finding solutions that encourage them to remain with the business.

• Previous experience in customer retention, sales, customer service, or a contact centre environment.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and objection-handling abilities.
• Confidence discussing cancellations and working to retain customers.
• Ability to build rapport and establish trust quickly.
• Strong questioning and active-listening skills.
• Ability to remain calm and professional during challenging conversations.
• Strong problem-solving and decision-making skills.
• Good computer literacy with the ability to navigate multiple systems.
• Comfortable working towards retention and performance targets.
• Resilient, positive, and motivated by achieving results.
• Ability to work effectively in a fast-paced, target-driven environment.

Advantageous

• Previous experience in a dedicated retentions, cancellations, loyalty, or save-team environment.
• Contact centre or BPO experience.
• Experience working towards retention, conversion, quality, or customer experience KPIs.
• Experience using CRM or customer management systems.
• Previous sales or commercially focused customer service experience.

What Makes You Successful

You’ll be someone who:

• Enjoys turning difficult customer conversations into positive outcomes.
• Is confident asking questions and understanding the real reason behind a customer's decision to leave.
• Builds trust and rapport quickly.
• Can influence customers without being overly pushy.
• Handles objections confidently and professionally.
• Thinks commercially while keeping the customer experience at the centre of the conversation.
• Takes ownership and follows customer enquiries through to resolution.