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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