OUTBOUND RETENTIONS/UPGRADES SERVICE AGENTS

BASED IN: Durban, Kwa-Zulu Natal

REPORTS TO: Team Leader

PURPOSE OF THE JOB

We’re looking for highly skilled Outbound Retentions Agents to join our business to service customers on behalf of a Key Telco client. The consultant will be responsible for performing outbound activities offering comprehensive solutions to customers based on their needs and requirements. By understanding customer requirements and constraints you will tailor solutions to meet those needs to support strengthening and increasing longevity of relationship whilst meeting client financial requirements.

QUALIFICATIONS & EXPERIENCE

  • Matric or relevant NQF Level 4 qualification or higher
  • Minimum 2 years’ experience in a Sales Contact Centre environment
  • Post-paid Express, Direct sales or other previous sales experience

JOB RESPONSIBILITIES

Supply of assistance to existing Post-paid Consumer Customers with retentions related enquiries during the service hours in the service languages, comprising of all queries including th following but not limited to:

  • Retentions or upgrades
  • Administration and changes
  • Driving app penetration
  • Any post-paid query
  • And other activities as required

Key functions of the consultants within this service but not limited to:

  • Personalized selling
  • Proactively manage accounts and behaviours and action accordingly
  • Account enquiries
  • Technical queries and device setup
  • Individualized support
  • Resolution efficiency support
  • Achieving set strategic targets
  • Regular check-ins with customers as a de-escalation
  • The utilization of performance tools such as (but not limited to): Call Back and Deal Match

COMPETENCIES

  • Excellent interpersonal & communication skills
  • Passionate, driven and compassionate
  • Hard Working, Enthusiastic, Self-Motivated, and Tenacious
  • Good listener
  • Empathetic with friendly & professional telephone etiquette
  • A positive, professional, and flexible attitude to work
  • Results and target driven with a desire to succeed
  • Problem solving skills with the ability to identify customer needs and match to features of product solutions available benefits
  • Team player

Interested? Email your CV to careers@centrevo.co.za