Retentions Officer Full Time Permanent

Retentions Officer – Durban

A Retentions Officer position is available in Pinetown, Durban, Kwazulu Natal, South Africa.

R7 000 – R9 000 per month

In this key customer care role, the Retentions Officer will handle calls from customers potentially cancelling their online courses across all online brands.

The Retentions Officers is to listen patiently and empathetically, track information and apply consultative skills regarding courses and pricing.

You will be required to use problem solving ability not only to diffuse situations but point out the various benefits through studying on our online platform which will result in retaining the students.

Educational Requirements:

• Minimum of 1 years sales experience
• Typing speed of 25 wpm
• Computer literate
• MS Office proficient

Duties and Responsibilities:

• Passion for students and ability to build relationship, you are required to be a product knowledge expert in order to adequately switch sell students across various online courses
• Ensure all students who have requested cancellations are contacted and retained
• Deliver excellent customer service
• Carry out accurate and efficient sales related administration
• Liaise effectively with students
• Generate retentions and switch sell through telephonic consultation
• Work closely with the customer care department to ensure that student communication journey is adhered to
• Record prospective student details from each engagement
• Produce retentions reports on a daily, weekly and monthly basis
• Ensure a student cancellation is processed within the relevant business SLA
• Capture leads on CRM system/annual excel reporting suite
• Ensure all information captured is accurate and up to date at the point of retention/cancellation
• Ensure all cancellations are documented and stored on the shared drive once sign off is received

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