Retentions Consultant: Pet

Oneplan.co.za; Sandton; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Oneplan.co.za is seeking a client-focused Retentions Consultant to build strong client relationships, understand client needs and recommend tailored solutions that improve retention and reduce cancellations.

The successful candidate will safeguard the existing client base, resolve concerns and contribute toward retention targets, delivering proactive support, first-contact resolution and clear communication of product value.

Qualifications

• Grade 12 with English and a second language.
• Undergraduate/Postgraduate qualification in a related field advantageous.
• Minimum of 3-5 years' client service and/or sales experience.

Responsibilities

• Provide proactive support and deliver a positive client experience.
• Investigate and resolve client queries, billing issues and misapplied payments.
• Aim to resolve client matters on first contact wherever possible.
• Clearly communicate product benefits and value to support client retention.
• Manage outstanding debit orders, payment arrangements and promises to pay.
• Build strong relationships with clients and internal teams.
• Identify the reasons behind cancellation requests.
• Recognise early warning signs of potential cancellations.
• Capture client feedback and identify opportunities to improve retention and service processes.
• Follow established retention workflows, procedures and compliance requirements.
• Accurately record client interactions, cancellation details and retention outcomes.
• Adhere to company procedures, legal requirements and compliance standards.
• Maintain a minimum 80% QA score across client calls.
• Consistently achieve daily productivity goals while maintaining high call quality.
• Effectively plan and prioritise workloads and meet required deadlines.
• Work closely with Finance, Collections and Services to resolve client matters.
• Escalate complex queries to the appropriate departments and follow through until resolution.

Skills

Client service experience

Sales experience

Education

Grade 12

Undergraduate/Postgraduate qualification

Job description

We are looking for a client-focused Retentions Consultant to build strong client relationships, understand client needs and recommend tailored solutions that improve retention and reduce cancellations.

The successful candidate will play an important role in safeguarding our existing client base, resolving client concerns and consistently contributing towards retention targets.

Key Performance Areas:

Client Retention & Engagement

• Provide proactive support and deliver a positive client experience.
• Investigate and resolve client queries, billing issues and misapplied payments.
• Aim to resolve client matters on first contact wherever possible.
• Clearly communicate product benefits and value to support client retention.
• Manage outstanding debit orders, payment arrangements and promises to pay.
• Build strong relationships with clients and internal teams.

Operational Excellence

• Identify the reasons behind cancellation requests.
• Recognise early warning signs of potential cancellations.
• Capture client feedback and identify opportunities to improve retention and service processes.
• Follow established retention workflows, procedures and compliance requirements.

Administration & Compliance

• Accurately record client interactions, cancellation details and retention outcomes.
• Adhere to company procedures, legal requirements and compliance standards.

Quality & Performance

• Maintain a minimum 80% Quality Assurance (QA) score across client calls.
• Consistently achieve daily productivity goals while maintaining high call quality.
• Effectively plan and prioritise workloads and meet required deadlines.
• Work closely with Finance, Collections and Services to resolve client matters.
• Escalate complex queries to the appropriate departments and follow through until resolution.

Job Specifications

• Grade 12 with English and a second language.
• Undergraduate/Postgraduate qualification in a related field advantageous.
• Minimum of 3-5 years' client service and/or sales experience.

Core Competency Requirements

We are looking for someone who can:

• Remain calm, empathetic and focused when handling challenging client conversations.
• Put the client first and work towards positive solutions.
• Communicate clearly and negotiate confidently.
• Build trust and strong working relationships.
• Handle objections and confidently communicate product value.
• Identify cancellation risks and work towards retaining or winning back clients.
• Maintain accurate client and system records.
• Manage workloads, priorities and deadlines effectively.
• Adapt positively to changes in processes, systems and team requirements.
• Demonstrate honesty and integrity.
• Maintain a client-centric approach.
• Show agility, resilience and a growth mindset.