Tracking company wants only the best employees to act on customer complaints, cancellations and escalation by making and taking calls and interacting with customers, to provide a delightful customer experience with the focus on retaining the customer.


Responsibilities:
• Our retention consultants are responsible for handling difficult calls. It is their responsibility to retain customers
• Take inbound and make outbound calls according to complaints, campaigns, cancellations etc.
• Demonstrate excellent knowledge of product and service offerings, system knowledge, client history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer
• Show tolerance and patience in understanding customer complaints, reason for cancellation and ability to positively turn around the call
• Negotiate and make relevant product and service adjustments in line with product pricing and Trackers retention strategy
• Dealing with customer queries and complaints in a competent, efficient and professional manner, in accordance To Trackers quality standards and values
• Selling of value added services
• Provide constant feedback to management and other departments
• Manage multiple outbound campaigns
• Ensure all set targets are achieved
• Ensure quality benchmarks are achieved
• Manage time and workloads to ensure that deadlines and targets are met
• Initiate proactive opportunities to better service and retain customers based on successes, issues, trends and ideas
• Proactively suggest improvements in customer service
• Align own behaviour with Trackers culture and values
• Ensure achievement of own performance objectives


Skills and Competencies:
• Customer centric
• Attention to detail
• Deadline and results oriented
• Initiative
• Enthusiastic and passionate about the job and Tracker
• Teamwork
• Judgment/Problem solving
• Adaptability
• Integrity
• Tolerance for stress
• Selling skills
• Interpersonal and communication skills
• Negotiation skills
• Objective handling
• Influencing


Job Requirements:
• Minimum Matric qualification
• FAIS accreditation will be an advantage
• Previous call centre experience in a sales or retention environment is essential.