We are looking for a dynamic retention specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

Responsibilities

To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for customer service. Ultimately, a top-class retention specialist is able to improve loyalty by creating lasting bonds with customers. Key Responsibilities:

• Implement customer retention strategies to increase loyalty and retain business.
• Analyse customer feedback and customer behavior.
• 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 shift hours where required.
• 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.
  
  

Requirements

• Matric
• 2+ years' experience in Retentions environment.
• 2 years' experience in a Customer Contact Centre environment.
• Experience in selling and retaining on different channels.
  
  

Personal Attributes

• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.