Cape Town: Retentions Agent posted by Rain

• 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