Customer Retentions Agent Level 2

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.Minimum Qualifications and Experience:MatricA minimum of 2 years customer service experience.At least 1 to 2 years experience within a contact center, of which client retention experience would beContinuous Improvement experienceMain 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 SOPs.Handle all cancellation requestsHandle all client queries relating to possible cancellationsEnsure all call backs and follow ups are concluded first thing each morning, every day on all pendingsIf 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 SupervisorAll cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed.Cancel clients if approved by managementGive save offers as approved by managementBulk Save offers only apply to clients stipulated in the bulk save offer approval from managementSave 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 serviceAnalyse various parts of a problem properly and develop logical solutionsHandle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Qs.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 levelsAbility to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organizationAbility 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 employeesBe able to identify product types and provide documentation & Information to a customer related to a particular request.Receive and Retain Customer Cancellation RequestsHandle incoming customer complaints or inquiries from customers who wish to cancel their serviceInvestigate and resolve customers complaints or queriesProvide timeous feedback to customersKeep accurate records of discussions or correspondence with customersCommunicate and coordinate with regionsRecord cancellations, complaints and save offers on listener and other requirement platformsBehavioral Competencies:Customer focusAbility to adapt to changeUnderstanding othersWritten communicationListeningDrive for resultsBuilding effective teamsDecision QualityProfessionalismInforming and communicatingComposureFunctional skillsAdmin skillsPeer relationshipsPatienceProblem solvingWe reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
Johannesburg, GT, ZA