Outbound Customer Service Retention Agent Level 2
Security, Facilities Management
Minimum Requirements
- Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
- Ability 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 employees
- Be able to identify product types and provide documentation & Information to a customer related to a particular request
- Receive and Retain Customer Cancellation Requests
- Handle incoming customer complaints or inquiries from customers who wish to cancel their service
- Investigate and resolve customer’s complaints or queries
- Provide timeous feedback to customers
- Keep accurate records of discussions or correspondence with customers
- Communicate and coordinate with regions
- Record cancellations, complaints and save offers on listener and other requirement platforms
- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Peer relationships
- Problem solving
- A minimum of 2 years
- At least 1 to 2 years’
- within a contact center, of which client retention
- would be beneficial
- Continuous Improvement
- to be able to deal with difficult customers at all levels
- Functional
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 SOP’s
- Handle all cancellation requests
- Handle all client queries relating to possible cancellations
- Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s
- If 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 Supervisor
- All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed
- Cancel clients if approved by management
- Give save offers as approved by management
- Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management
- Save 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
- Analyse various parts of a problem properly and develop logical solutions
- Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Q’s
- 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
- (Customer Contact Centre) Fidelity ADT – Outbound
- Retention Agent Level 2
- Reporting to
- Retention Supervisor
- 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
- Make sound judgements to deliver superior
- Exercise good interpersonal
