About the position
Job Functions:
Contribute to growth profit of the portfolio
- Achieve to meet or exceed the preventable cancellations target by aiming to retain the customer through effective negotiations.
- Offers additional or upgrade services, while providing quality customer experience.
- Respond to cancelation requests within the applied SLA.
Achieve and maintain exceptional customer satisfaction
- Ensure cancelation and early term cancelation penalties is processed and billed through the correct channels.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Schedule and complete onsite client retention meetings.
- Collaborate with internal C-Track departments (e.g. sales, finance, technical, operations and senior management) to address customers' needs
- Ensure that your customer service index (CSI) remains above a 90% threshold.
Maintain accurate record keeping
- Factually complete client assessment sheet for management purposes.
Behavioural Competencies:
Communication skills
- Clear and effective communication, both verbal and written.
- Active listening skills to understand client concerns and requirements.
- Ability to articulate value propositions and negotiate effectively.
Customer focus
- A deep understanding of customer needs, preferences, and pain points, with a commitment to delivering exceptional service and building long-term relationships.
Problem solving & analysis
- The capability to identify customer issues, analyze root causes, and develop creative solutions to address concerns and prevent churn.
Empathy
- The capacity to empathize with customers, showing genuine concern for their challenges and providing support to ensure their needs are met.
Time Management
- Effective prioritization and organization of tasks to ensure timely responses to customer inquiries and proactive engagement with at-risk accounts.
Resilience and Persistence
- The ability to handle rejection and setbacks, maintain a positive attitude and persevere in the face of challenges to achieve retention objectives.
Conflict Resolution
- Proficiency in managing conflicts and resolving disputes in a professional and constructive manner, turning potentially negative situations into positive outcomes.
Adaptability
- Flexibility to adapt to changing customer needs, industry trends, and organizational priorities, while remaining focused on retention goals.
Technical Competencies:
Analytical Skills
- The aptitude to analyze customer data and trends to identify patterns, anticipate customer behaviour, and develop targeted retention strategies.
Negotiation skills
- The ability to navigate difficult conversations and negotiate win-win solutions to retain valuable customers who may be considering leaving.
Qualifications & experience:
- Bachelor's Degree in Business Administration, Marketing or related field.
- Proven experience, 3 years in a customer-facing role, with a focus on retention, account management, or customer success
- Technically minded need to manage Crustal, CRM & Accpacc for the client.
Skills
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.
- Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
- Demonstrated ability to develop and execute retention strategies that drive results.
- Experience working with CRM software and other relevant tools to manage customer relationships and track retention metrics.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- Creative problem-solving skills and a proactive mindset.
- Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
***Salary - R25,000.00 - R30,000.00 (Negotiable, based on skills, experience and in relation to current package)
Desired Skills:
- Customer Relationship Manager
About The Employer:
Brief Description of Role:
The main purpose of this position is to ensure that fleet customers who opted to cancel their services with the company are retained, sold solutions in line with their expectations, or exits the relationship with an exceptional last impression in order to keep future opportunities available for resigning. This whilst keeping information gained during the exit interview up to date for case study and strategic review.
