Retentions Officer (JB1827)
Pinetown, Durban
R7000 – R9000 per month

In this key customer care role, the Retentions Officer will handle calls from customers potentially cancelling their online courses across all online brands. The Retentions Officers is to listen patiently and empathetically, track information and apply consultative skills regarding courses and pricing. You will be required to use problem solving ability not only to diffuse situations but point out the various benefits through studying on our online platform which will result in retaining the students.

Educational Requirements:
Minimum of 1 years sales experience
Typing speed of 25 wpm
Computer literate
MS Office proficient

Duties and Responsibilities:
Passion for students and ability to build relationship, you are required to be a product knowledge expert in order to adequately switch sell students across various online courses
Ensure all students who have requested cancellations are contacted and retained
Deliver excellent customer service
Carry out accurate and efficient sales related administration
Liaise effectively with students
Generate retentions and switch sell through telephonic consultation
Work closely with the customer care department to ensure that student communication journey is adhered to
Record prospective student details from each engagement
Produce retentions reports on a daily, weekly and monthly basis
Ensure a student cancellation is processed within the relevant business SLA
Capture leads on CRM system/annual excel reporting suite
Ensure all information captured is accurate and up to date at the point of retention/cancellation
Ensure all cancellations are documented and stored on the shared drive once sign off is received