Cape Town City Centre: Retentions Agent

key responsibilities Implement customer retention strategies to increase loyalty and retain business. Analyse customer feedback and customer behaviour Compile reports for management (stats and analytics) Keep an accurate record of calls, retentions and migrations and note useful information on the system, Keep a record of all interactions, in a comprehensible way Negotiate with customers to renew contracts and retain business. Meet with the sales and onboarding teams to propose customer retention solutions Build positive relationships with customers and business associates Be willing to work over and beyond shifted hours where required Seize opportunities to upsell products when they arise Be a Team Player and assist where required Ensure you meet daily targets and facilitate future customer loyalty Assist sales and onboarding teams should the need arise Minimum Requirements Matric/Grade 12 Clear communication skills (verbal and written) Basic computer literacy (CRM systems, email and data entry) Ability to handle difficult conversations professionally Problem-solving and objection handling skills Strong customer service and sales ability Minimum call centre experience, 12 to 18 months Preferred/Advantages Prior retentions, sales or customer experience Knowledge of company products, billing and cancellation processes Ability to work under pressure, and maintain compliance standards Negotiation and conflict-resolution skills