Job Purpose
The primary purpose of a Retentions Consultant is to proactively engage with members who are at risk of cancelling their products or services, with the goal of understanding their concerns, resolving issues, and offering suitable solutions to retain their business and demonstrate the value of Vitality. This role is vital in preserving customer loyalty, minimizing churn, and ensuring long-term revenue sustainability by delivering exceptional service, building trust, and reinforcing the value of the product or service offering.
Areas of responsibility may include- but is not limited to
Inbound / outbound telephonic Conservation to existing Discovery Vitality clients, who have requested the cancellation of their policy with the goal of convincing them to stay
Ensure all conservation targets are met
Proactively determine the client's needs and can resell products to members
Proactively evaluate interactions with clients always providing dazzling service to internal and external clients
Ensuring that all of the client's concerns are addressed and resolved by the relevant areas
Keep accurate statistics on all calls, contacts and clients spoken to and report findings to management
Ensure that all administrate changes are done timeously, followed through, and monitored
Personal Attributes and Skills
Upholds ethics and values
Demonstrates integrity
Gains clear agreement and commitment from others by persuading, convincing and negotiating
Easily establishes good relationships with customers and staff and relates well to people at all levels
Writes clearly and correctly
Works hard and puts in longer hours when necessary
Has sale abilities and persuasiveness
Friendly, sincere, confident, and positive
Be able to work well within a team
Be self-managed
Have excellent administrative skills and be extremely organized
Have the ability to deal well with change
Ability to maintain confidentiality
Have excellent written and verbal skills
Be self-motivated and pro-active
Be able to prioritize, work well under pressure and manage deadlines
Be professional at all times
Display resilience
Be service orientated and member centric
Results driven
Education and Experience
Matric
6 -12 months Call Centre experience
At least 6 months sales or collections experience
Relationship management