Western Cape: Customer Retention | Sales Recovery Agent posted by CoinFlip South Africa

Location South Africa, Cape Town (Bellville) Employment Type Permanent, 40-hour work week, Night Shift, Onsite and Office-based Renumeration Range R19,000 to R24,000 Cost to Company depending on skills and experience Basic Commission structure in the region of 10% – 15% of base. Overview Were seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via WhatsApp and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions. Responsibilities Following up on abandoned potential customer registrations via WhatsApp messages and outbound phone calls and assisting customers with a white glove level of service to register in order to transact Following up on abandoned and/or uncompleted ATM transactions via WhatsApp messages and outbound phone calls Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives Engage with potential customers in a professional, friendly, and helpful manner Identify and address customer concerns, questions, or objections preventing completion of transactions. Provide product information, pricing clarification, and basic support where required Accurately update customer interactions and outcomes on the CRM or tracking system Escalate complex queries or issues to the relevant sales or support team Maintain consistent follow-up schedules to maximize conversion rates Ensure all communication aligns with company tone, branding, and customer service standards Comply with privacy, data protection, and communication regulations Working Hours: 40 Hour Week Initial 3-week training period (Paid) Aligned with Australian business hours (graveyard shift) 22:00 8:00 SAST. Transport and cost thereof are the contractors full responsibility. Flexibility may be required during peak sales periods, public holidays or weekends. Possible permanent placement, after the initial contract, depending on applicant performance and business needs. Required Skills & Competencies Strong verbal and written communication skills (English) Confident telephone manner and professional WhatsApp communication style Customer-focused with a problem-solving mindset Strong administrative and organizational skills Ability to manage multiple follow-ups efficiently Comfortable working with CRM systems, spreadsheets, and internal tracking tools Attention to detail and accurate record-keeping Ability to work independently and meet follow-up targets Experience & Qualifications Previous experience in customer service, admin support, sales support, or call center environments (preferred) Experience with online sales or e-commerce environments (advantageous) Basic computer literacy (essential) Relevant tertiary qualification (preferred) Relevant CRM experience (preferred) Minimum typing speed of 30 WPM Troubleshooting experience and familiarity with Microsoft Office (preferred) Technical acumen (iOS, Android, etc.) Key Performance Indicators (KPIs) Lead conversion rate Abandoned cart/transaction conversion rate Response and follow-up turnaround times Quality and accuracy of customer records Customer satisfaction and feedback Bonus Skills Basic knowledge of cryptocurrency and blockchains Experience in a compliance-heavy environment 12 years of previous contact center experience CRM experience (Salesforce, Zendesk, HubSpot, etc.) Familiarity with cloud-based call center software (Five9, NICE, InContact, Softphone, etc.)