Job Description
About the Role
The Team Leader – Retentions role in Cape Town City Centre is a critical leadership position that requires exceptional retention strategies, customer lifecycle management expertise, and strong coaching abilities. As a key member of our team, you will be responsible for driving customer retention efforts and ensuring agent performance meets quality and productivity standards.
Key Responsibilities
- Manage and implement retention strategies to reduce churn rate
- Analyze customer data to identify trends and opportunities for improvement
- Develop and execute coaching plans to improve agent performance
- Ensure agents meet all quality and productivity standards
- Maintain or improve NPS/CSAT scores
- Monitor and report on key metrics, including retention rates and customer satisfaction
Requirements
- Strong leadership and coaching abilities
- Advanced knowledge of retention strategies and customer lifecycle management
- Excellent communication and negotiation skills
- Analytical mindset with proficiency in Microsoft Office and data visualization tools
- Emotional intelligence and ability to manage high-pressure situations
Qualifications
- Diploma/Degree in Business, Marketing, or related field preferred
- Minimum 3 years experience in customer service or retention, with at least 1 year in a leadership role
- Experience with CRM systems and retention analytics tools (not specified in the original)
Salary & Benefits
[Not mentioned in the original job description]Note: I’ve kept all the original information intact while following the exact structure and formatting requirements.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in Cape Town Region
The customer service and support industry is a vital component of the Cape Town region’s economy, with a high demand for skilled professionals to provide excellent service to customers across various sectors. Typically, this field offers a stable and growth-oriented career path, especially in industries that rely heavily on customer interaction, such as technology and financial services.
In terms of compensation, salaries for customer service and support roles in Cape Town can vary widely depending on factors like experience, company size, and industry sector. Generally, salaries range from R20 000 to R40 000 per month for entry-level positions, while more senior roles can command salaries between R50 000 to R80 000 per month. However, it’s essential to note that these are broad estimates and actual salaries may differ based on individual circumstances.
Common skills required for customer service and support roles in Cape Town include excellent communication and problem-solving skills, the ability to work well under pressure, and a strong knowledge of products or services being offered. Additionally, many employers also look for candidates with basic computer skills, such as Microsoft Office proficiency, and experience working in a team environment.
The technology industry is one of the most significant sectors that employ customer service and support professionals in Cape Town, alongside financial services and manufacturing. Other common industries include healthcare, e-commerce, and education. In these sectors, customer service representatives play a crucial role in resolving customer complaints, answering queries, and providing overall support to customers.
For those looking to start or advance their careers in customer service and support, there are numerous opportunities for growth and development. Typically, career progression paths involve moving into more senior roles within the company or exploring opportunities in related fields like account management, sales, or operations. With experience, it’s also possible to transition into specialized roles, such as technical support specialist or customer success manager.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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