Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer by means of objection handling and offering different retention tools to keep our customers on board. Tracker requires the services of a Retention Consultant in the Retention department based at Tracker Head Office in Johannesburg. These are permanent positions.
Responsibilities:Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.Ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.Acting on all incoming calls within the SLA.Action e-mail requests received from internal and external customers.Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.Address general product information enquiries timeously and accurately.Follow up on customers' outstanding queries only applicable during a retention request.Effective utilization of the Call rating system.Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer.Negotiate and make relevant product and service adjustments in line with product pricing and Tracker's retention strategy.Manage time and workloads to ensure that deadlines and targets are met.Minimum Requirements:Minimum requirement is matric.RE5 & FAIS full qualifications are an advantage.Previous contact Centre experience in a sales or retention environment is essential.Minimum 1-year experience in handling technical queries, retaining customers, and financial background.3-4 years working experience in a Contact Centre.Certificate in Customer Services will be an advantage.Excellent product and systems knowledge.A passion for retaining customers through excellent customer service delivery, with a professional attitude at all times.Excellent interpersonal skills.The ability to cope with a constantly changing and pressurized environment.The ability to work in an environment where multi-skilling is required.Work accurately with a high level of attention to detail.Advanced MS Office proficiency.Must be self-sufficient, assertive, and influential.Optimistic and caring.
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