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The Retentions Agent needs to sell consumer products using their objection handling and influencing skills while providing accurate product information in a friendly fashion, treating customers with respect, and providing excellent customers service with the aim to retain customers.  The employee is required to reach retention targets and key performance indicators using the system and product training resources along with the customer database provided by the Company.

• Grade 12 or equivalent qualification

• At least 1 year experience retentions in a call center environment 
• Basic working knowledge of MS Word, Excel, and Outlook – essential
• Excellent communication skills in English – verbal and written
• Other languages verbal skills – advantageous
• Insurance experience advantageous

• Receive and Promptly Respond to Customer Queries via email as first point of contact and then other. 
• Document cases and Resolutions.
• Adhere to quality and email etiquette structures and processes in place.
• Taking inbound calls for customers interested in products.
• An excellent understanding of the products and services on offer.
• Excellent Telephone etiquette.
• Communicating accurate information to the customer.
• Adhering to all scripts and processes.
• Capturing information on the company database.
• Updating the database with correct information when and where necessary.
• Disposition calls with the correct outcome.
• Internet research as required.
• Meeting daily targets & KPI’s.
• Attend weekly performance review sessions with Team leader / Coach.
• Ensuring respectful treatment of all people you deal with on a daily basis telephonically or in person.
• 100% Adherence to Company Policies and Procedures.
• Making Outbound calls to customers from the database provided and retaining the appropriate product to customers, handling objections and closing the deal.

COMPETENCIES

• Documenting Facts- Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
• Convincing People- Is comfortable having to persuade others; shapes opinions by being outspoken; seeks to negotiate with others.
• Showing Composure- Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure.
• Thinking Positively- Is optimistic and positive; recovers easily from setbacks and obstructions; is jovial and projects cheerfulness.
• Meeting Timescales- Is target focused and meets deadlines; is punctual and keeps to schedule; is reliable in finishing tasks.
• Upholding Standards- Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.

NB: Shortlisted candidates will be subjected to an evaluation process.
Should you not receive feedback within two weeks after the closing date, please consider your application unsuccessful.

 

 

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