Retention Consultants (Contact Centre) X3: Tracker

Tracker requires the services of Retention Consultants in the Retention department based at Tracker Head Office in Johannesburg. These are permanent positions.

Job Summary

Job Title: Retention Consultant

Listing Reference: track_001236

Job Industry: Contact Centre; Call Centre; IT and Internet

Location: Randburg, Johannesburg, Gauteng

Contract: Permanent

Closing date: 18 June 2024

Tracker aims to act on all cancellation calls/e-mails received, focusing on retaining customers by handling objections and offering various retention tools.

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 Customer Service Department are handled efficiently and in line with service level agreements and standards.
• Act on all incoming calls within the SLA.
• Action e-mail requests received from internal and external customers.
• Resolve all cancellations and customer service queries and/or concerns according to the relevant SOP.
• Address general product information enquiries timeously and accurately.
• Follow-up on customers’ outstanding queries only applicable during a retention request.
• Effectively utilize the Call rating system.
• 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.
• Negotiate and make relevant product and service adjustments in line with product pricing and Tracker’s retention strategy.
• Manage time and workloads to ensure deadlines and targets are met.

Minimum Requirements

• Minimum requirement is matric.
• RE5 & FAIS full qualifications are an advantage.
• Previous contact centre experience in a sales or retention environment is essential.
• Minimum 1-year experience in handling technical queries, retaining customers, and financial background.
• 3-4 years working experience in a Contact Centre.
• Certificate in Customer Services will be an advantage.
• Excellent product and systems knowledge.
• A passion for retaining customers through excellent customer service delivery, a professional attitude at all times.
• The incumbent should have excellent interpersonal skills.
• The ability to cope with a constantly changing and pressurised environment.
• The ability to work in an environment where multi-skilling is required.
• Work accurately with a high level of attention to detail.
• Advanced MS Office proficiency.
• Must be self-sufficient, assertive, and influential.
• Optimistic and caring.

Application Process

To apply for this position, click here to access the online form and follow the instructions provided.

If the post has expired or the link no longer works, you can search for other jobs at www.jobsandmore.co.za.

For more information on Tracker please click here.

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