UK Retention Advisor

Concentrix; Durban; On-site; ZAR 89,000 - 134,000; Full time

Benefits offered by this job

Medical Aid

Medical Insurance

Pension fund

Night shift allowance

Transport subsidy

EAP

Job summary

Concentrix in Durban seeks a UK Retention Advisor to join an on-site team delivering retention and customer service for entertainment subscriptions. The role focuses on understanding customer needs, advising on packages, and driving value while upholding brand standards and compliance.

You will engage with customers, upgrade plans where beneficial, and contribute to a positive, high-energy sales environment with performance incentives and career growth potential.

Qualifications

• 1 year call centre experience and/or 6 months direct sales experience
• Grade 12 or NQF4
• Minimum B2 English level including email writing ability and computer literacy

Responsibilities

• Understand customers’ requirements and tailor packages to suit their needs
• Assist new customers in selecting entertainment providers and help existing customers upgrade
• Engage in meaningful conversations to build trust and support positive outcomes
• Stay updated on products, campaigns and brand updates to support customers
• Keep the customer at the heart of every interaction
• Share best practices and participate in feedback to improve
• Develop skills through learning and development resources
• Deliver exceptional service in every interaction
• Follow compliance guidelines to ensure correct products are offered

Skills

Call centre exp

Sales exp

English B2

Customer focus

Empathy

KPIs driven

Education

Grade 12 / NQF4

Email writing ability

Job description

Job Title

UK Retention Advisor

Job Description

Join us and be part of this journey towards greater opportunities and brighter futures.

We're Concentrix. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Position Summary

Ready to make an impact? Join Concentrix in Durban as a Retention Advisor – Sales/Customer Service and bring your skills, drive, and ambition to an internationally innovative campaign.

In this on-site role, you’ll connect with customers, understand their needs, and help them find entertainment solutions that are right for them. With a base salary of R8 000 + performance incentives, supportive teams, and opportunities to grow, this is your chance to build a career with a global community that celebrates individuality, inclusion, and success.

What you will do in this role

In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.

As a Retention Advisor, You Will

• Quickly understand customers’ requirements and create tailored packages that best suit their needs
• Support new customers in choosing the right entertainment provider and help existing customers upgrade or get the most value from their current subscriptions
• Have engaging, meaningful conversations that build trust and support positive customer outcomes
• Stay up to date with products, services, campaigns, and brand updates so you can confidently support customers
• Keep the customer at the heart of every interaction
• Share best practices with colleagues and take part in feedback conversations to keep learning and improving
• Continue developing your skills through learning and development resources
• Deliver exceptional service in every customer interaction
• Follow all compliance guidelines to ensure products are offered to the right customers, in the right way

Your Qualifications

We embrace our game-changers with open arms, people from diverse backgrounds who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Concentrix Is a Great Match If You

• Have 1 year of call centre experience and/or 6 months of direct sales experience excluding retail clothing, or collections and customer service experience
• Have passed Grade 12 or NQF4
• Have a minimum B2 English language level, including email writing ability and computer literacy
• Communicate clearly, professionally, and confidently with customers
• Have a passion for sales while always putting the customer first
• Thrive in a target-driven environment and take ownership of your performance to meet expected KPIs
• Naturally deliver exceptional service and are committed to doing the right thing for customers
• Are resilient, flexible, and able to think creatively when solving customer needs
• Are confident in a fast-paced environment and able to adapt to changing requirements
• Build relationships quickly and communicate with empathy, positivity, and professionalism
• Are passionate about seeing customer challenges through to resolution

It Will Be a Plus If You

• Have experience working in retention, upselling, customer loyalty, telecommunications, entertainment, or subscription-based services
• Have experience working in a performance-led sales or customer service environment
• Are comfortable learning new systems, products, and campaign updates quickly

What's in it for you

We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW.

In this role, we offer benefits that help support your unique lifestyle:

• Base salary of R8 000 + performance incentives
• Choice between Medical Aid or Medical Insurance
  • Medical Aid covers the employee
  • Medical Insurance covers the employee and 2 dependents
• Pension fund
  • 2.5% employer contribution and 2.5% employee contribution
• Subsidized transport provided between 7 pm and 6 am
• Night shift allowance for all hours worked between 6 pm and 6 am
• Employee Assistance Programme, EAP
• Group life cover
• Access to financial well-being sessions, will-writing sessions, and stress management sessions
• Team building and upskilling training opportunities
• Interactive and inclusive company culture

Power the best version of you!

At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive.

Eligibility to work

In accordance with South African law, only applicants who are legally authorized to work in South Africa will be considered for this position, and the appointment will be made in line with the company’s EE Plan.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer.

Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.