Customer Retentions Agent

Cape Town, Western Cape 8005

Job Information

Customer Services

Work Experience: 3 years

Education Level: Grade 12 or equivalent

Specialisation fields:

• Cloud infrastructure
• Enterprise connectivity
• Mobile connectivity and data management
• Fibre-to-the-Home (FTTH)
• Fibre-to-the-Business (FTTB)

we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, everyday.

Our values:
 

• Creativity
• Humanity
• Innovation
• Passion

Where will the successful candidate fit in?

Based within our Consumer Division, using your amazing customer centric approach, you will be responsible for managing the customer retentions process from beginning to end.

Job Requirements
 

• Utilise effective methods to retain existing customers using various platforms, including WhatsApp, email, calls and instant messaging.
• Attempting to retain customers who are behind with account payments by arranging payment plans, payments and fixing any billing issues.
• Implement various strategies to increase retention and improve customer experience.
• Collaborate with different departments to improve retention strategies.
• Ability to understand complex customer situations and provide appropriate solutions.
• Ticket management.
• And any other reasonable task

Requirements

• Grade 12 or equivalent.
• Relevant tertiary qualification (preferred).
• Customer service experience of at least 3 years.
• Complaint and escalation handling experience of at least 2 years.
• Minimum of 2 years retentions experience.
• Debt collection experience is preferred.
• Experience within an ISP of at least 1 year (preferred).
• Strong attention to detail and customer focus.
• 1-year experience working on a CRM.
• Strong MS Excel ability.

Benefits

• Medical Aid (Discovery)
• Reduced Gap Cover Rates (Turnberry Premier)
• Retirement Annuity Contribution (Allan Gray)
• Medical Insurance (Momentum - Health3Me)
• Discounted Internet Connectivity
• Free Employee Wellness Programme (ICAS)
• Team Buildings
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!

email your resume/cv [email protected]

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.