Retentions and Loyalty Specialist

Description

Retention and Loyalty Specialist****Location: Hybrid, Johannesberg

Doing the right thing for our customers is at the heart of everything we do, and as a Retention & Loyalty Specialist, you’ll bring that to life every day.

You’ll manage a mix of tickets and outbound calls, speaking to customers who may be thinking of leaving and helping turn things around. From solving problems to showing the value in staying, you’ll make every interaction count.

With a strong mix of service and commercial focus, you’ll spot opportunities to retain and upsell in a way that feels right.

If you enjoy real conversations and making a difference, you’ll fit right in.### What you will be doing:

• Speaking to customers who might be thinking of leaving, mostly through outbound calls and tickets, and helping turn things around
• Getting to the root of what’s going on and finding a solution that works
• Keeping on top of your own follow-ups and callbacks so nothing slips through the cracks
• Jumping on issues as they come up, working with internal departments as needed to get problems sorted, fast
• You will accurately log save and loss reasons in the system, having the ability to track and recognise trends
• Keeping customer information up to date and processing orders accurately in the system
• Tracking your activity and results, and staying focused on hitting (and beating) your targets

What you will bring:

• You’ve got strong experience in fast-paced customer facing roles, ideally sales or retentions
• Someone who can easily build rapport and communication skills are second to none
• Confident in influencing and negotiating, aiming for the right outcome for the customer and the business
• Comfortable using systems and working independently, you’re organised and self motivated.

You will need strong fibre broadband connection (a monthly connectivity allowance is provided). Candidates must be available to work UK business hours regardless of their location.

Please note: This is a fixed-term contract for 3 months, with the possibility of becoming a permanent position based on performance and business need.

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