Your aim will be to handle all aspects of customer complaints and cancellation requests pertaining to financial services products in a professional manner to ensure increased levels of customer retention and improve on the customer experience.
As a Retentions Agent you will:
- Offer creative problem solving pertaining to customer complaints and take ownership of the complaints work list and complaints resolution process
- Respond to incoming requests for cancellation of financial services products and persuade our customers to remain with us.
- Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
- Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their financial services products
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
- Report regularly to team leader on all activities relating to the role
Your key responsibilities will be:
- To consistently meet and exceed customer retention targets
- To own the customer complaints and resolution process
- To adhere to high levels of quality standards
- To update customer records as and when required
- To provide management with regular reporting and feedback
As a prime candidate for the position, you should ideally have :
- Experience in an Outbound Call Centre environment selling Financial Services products
- You will be a good communicator and proficient in at least two official languages.
- You will have above average negotiation and objection handling skills.
- You will be target driven
- Ideally have FAIS accreditation and have successfully completed the RE examination for representatives.
Who we are
Mr Price Group is a high growth, omnichannel, fashion-value retailer with 6 trading divisions, namely: mrp ; mrphome; mrpsport; MILADYS; sheet street and mrpmoney.
We’re movers and shakers.
We pride ourselves on our fast-moving, fast-working and collaborative culture. Our extensive market-leading retail knowledge means that our environment fosters creativity, curiosity, and a need for exploration.
We employ over 16000 incredible people, and retail in over 1000 South African based stores, almost 100 international stores, and through our online channels offering our full product assortments.
Mr Price Group is an equal opportunity employer and is committed to Employment Equity.
Apply here!