Job Description
Optimi is looking for a customer-focused, resilient, and target-driven individual to join the team as a Retentions and DebiCheck Consultant. The ideal candidate should have a passion for delivering exceptional customer service, building lasting client relationships, and driving customer retention while managing DebiCheck processes in a fast-paced environment.
REQUIREMENTS
Grade 12.
Sales/Marketing qualification (advantageous).
Minimum 2 years' sales-related experience.
Experience in customer retention, outbound calling, or a contact centre environment (advantageous).
Proficient in MS Office.
Fluent in English (written and verbal)
DUTIES
Engage with existing clients to retain enrolments and strengthen customer relationships.
Handle customer retention and cancellation enquiries in line with company procedures.
Build positive client relationships to encourage loyalty and long-term retention.
Monitor and manage daily DebiCheck mandates.
Initiate DebiCheck mandates where required.
Review Beginning of Day, Data File, and End of Day reports.
Escalate system-related issues requiring intervention.
Conduct outbound retention, finance-awaiting, and DebiCheck campaigns.
Understand client requirements and recommend suitable educational solutions.
Convert sales opportunities in line with monthly targets.
Follow approved inbound and outbound call processes and quality standards.
Assist walk-in clients where required.
Maintain accurate customer records and sales information on internal systems.
Prepare and distribute daily reports and provide reporting support to management.
Identify trends and recommend process improvements.
Adhere to scheduled working hours and complete all call-related administration accurately.
Assist colleagues with overflow work, including leads and customer tickets.
Reassign unassigned tickets and leads to ensure timely follow-up.
Support team objectives through collaboration and perform additional duties as required.