Customer Retentions Agent Level 2 - Fidelity Services Group

Overall Purpose of the Job: 

Support and provide superior service to internal and external customers via phone, email and face to face for walk-in customers to ensure FADT retain all clients wanting to cancel.

Main Duties and Responsibilities:

• Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
• Ability to comprehend, capture and interpret basic customer information.
• Retain clients by preventing them to cancel, through correct processes and SOP’s.
• Handle all cancellation requests

• Handle all client queries relating to possible cancellations
• Ensure all callbacks and follow-ups are concluded first thing each morning, every day on all pending’s
• If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs for resolution, if not, follow up until resolution is reached and include Supervisor
• All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed.
• Cancel clients if approved by management
• Give save offers as approved by management
• Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management
• Save clients from cancelling their contracts due to service, price and financial difficulty.
• Manage your daily log report for saves done to build into the GM Weekly report.
• Branch cancellations must be processed after branch managers have approved.
• Make sound judgements to deliver superior customer service
• Analyse various parts of a problem properly and develop logical solutions
• Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Q’s.
• Assist with call overflow from Level 1 Agents as and when required to maintain Service levels.
• Provide Feedback to Customers and always contact via telephone call as first point of contact.
• Exercise good interpersonal skills to be able to deal with difficult customers at all levels
• Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
• Ability to adapt to change in the work environment, delays or other unexpected demands.
• Ability to adapt to new processes and procedures due to improvement in client retention.
• Drive down company attrition by preventing cancellations.
• Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees
• Be able to identify product types and provide documentation & Information to a customer related to a particular request.
• Receive and Retain Customer Cancellation Requests
• Handle incoming customer complaints or inquiries from customers who wish to cancel their service
• Investigate and resolve customer’s complaints or queries
• Provide timeous feedback to customers
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with regions
• Record cancellations, complaints and save offers on listener and other requirement platforms

Minimum Qualifications and Experience:

• Matric
• A minimum of 2 years of customer service experience.
• At least 1 to 2 years experience within a contact centre, of which client retention experience would be
• Continuous Improvement experience

Behavioural Competencies:

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Building effective teams
• Decision Quality
• Professionalism
• Informing and communicating

• Composure
• Functional skills
• Admin skills
• Peer relationships
• Patience
• Problem-solving