Retentions Agent: Insurance

Cartrack; Johannesburg; On-site; ZAR 167,400 - 279,000; Full time

Job summary

A leading smart mobility tech company in Johannesburg is seeking Retentions Agents to join their Call Centre team. You will be responsible for managing customer cancellation requests, nurturing relationships, and contributing to client retention. The ideal candidate has experience in a Call Centre, strong communication skills, and a positive attitude. This role offers a dynamic work environment focused on superior service delivery.

Qualifications

• 2 years retentions experience in a Call Centre environment.
• Strong and professional telephonic communication skills.
• Hands-on and positive attitude.

Responsibilities

• Handle customers’ enquiries via inbound calls and email.
• Perform outbound feedback calls to clients.
• Contact clients who intend to cancel their insurance contracts.

Skills

Telephonic communication skills

Customer service experience

Tech-savvy

Education

Completed Grade 12

RE5 Qualification

Job description

Introduction

Are you a go-getter, motivated to achieve results and up for a challenge? Do you have the ability to grow and nurture customer relationships? We’re a world-leading smart mobility tech company with over 1,750,000 subscribers across 23 countries, and we’re looking for Retentions Agents to join our Call Centre team in Rosebank.

Role Description

The main purpose of the position is to attend to clients who request to cancel their short-term insurance policies for whatever reason, get the source of the client’s reason for cancellation, and if possible, make every effort to retain the client. To contribute daily to our mission of earning the reputation that we provide all our clients and partners with superior quality in service and cover. The incumbent must uphold our promise to clients that we go beyond the expected.

Responsibilities

• Handle customers’ enquiries via inbound calls and email correspondences
• Perform outbound feedback calls to clients whose insurance contracts are expiring or have been rejected due to non-payments
• Contact client that expressed intention to cancel their insurance contracts and obtain the exact reason(s) for cancellation of the contract
• Meet and exceed monthly targets through successful contract retention
• Establish good rapport and trust though proactive engagement
• Listen attentively to the responses and gather as much information as possible; use this information alongside predefined strategies, to offer the most suitable solution(s) and/or alternative options to retain the client’s business
• Demonstrate professionalism and endorse the Cartrack Insurance brand continually; reassure the client that Cartrack Insurance provides superior quality technology and information supported by first rate service

Qualifications

• 2 years retentions experience, gained in a Call Centre environment
• Experience in Customer Service
• Completed Grade 12
• RE5 Qualification
• Strong and professional telephonic communication skills
• Tech-savvy and computer literate
• Hands-on and positive attitude
• Team player with high level of energy

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