Tracker Retention Consultant X 11 positions
Join Tracker as a Retention Consultant in Johannesburg
Tracker Retention Consultant X 11 positions Tracker is seeking dedicated Retention Consultants to join our Retention Department at Tracker Head Office in Johannesburg. In these permanent positions, you will focus on retaining customers through effective objection handling and utilizing various retention tools.
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Tracker Retention Consultant X 11 positions Job Description:
Your primary responsibilities will include converting cancellations into new contracts, facilitating De/Re activations or changes of ownership with support from the sales departments/business sales consultants, and ensuring electronic requests received within the Customer Service Department are managed efficiently and in line with service level agreements and standards. You will handle incoming calls within the SLA, action email requests from both internal and external customers, and resolve all cancellations and customer service queries according to relevant SOPs. Additionally, you will address general product information inquiries promptly and accurately, follow up on outstanding customer queries related to retention requests, and effectively utilize the Call rating system.
Tracker Retention Consultant X 11 Key Responsibilities:
- Convert cancellations into new contracts or changes of ownership.
- Handle electronic and phone requests within service standards.
- Resolve cancellations and customer queries as per SOPs.
- Provide accurate product information.
- Follow up on outstanding customer queries.
- Utilize the Call rating system effectively.
- Demonstrate thorough knowledge of product and service offerings, system knowledge, customer history, retention criteria, and loss ratios.
- Negotiate product and service adjustments in line with Tracker’s retention strategy.
- Manage time and workloads to meet deadlines and targets.
Tracker Retention Consultant X 11 Minimum Requirements:
- Matriculation certificate.
- RE5 & FAIS full qualifications (advantageous).
- Previous contact center experience in sales or retention is essential.
- Certificate in Customer Service (advantageous).
- Excellent product and systems knowledge.
- Passion for customer retention through exceptional service delivery.
- Professional attitude and excellent interpersonal skills.
- Ability to adapt to a constantly changing, high-pressure environment.
- Multi-skilling capability.
- High level of accuracy and attention to detail.
- Advanced MS Office proficiency.
- Self-sufficient, assertive, and influential.
- Optimistic and caring demeanor.
Why Join Tracker?
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At Tracker, we value the retention of our customers and believe in providing exceptional service. As a Retention Consultant, you will play a crucial role in maintaining our customer base by offering personalized solutions and Tracker Retention Consultant X 11 demonstrating a deep understanding of our products and services. If you are passionate about customer service, thrive in a dynamic environment, and possess the skills to influence and retain customers, we invite you to apply and join our team. Make a significant impact on our business and enjoy a rewarding career with Tracker.