Retention Consultant

Join TIH, home to some of South Africas leading financial service providers, and grow your career while being part of an organization with purpose.

Job Purpose

Facilitates the retention of policies through company approved retention strategies. Focuses on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Service

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Needs Clarification

Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

Help manage customers by carrying out standard activities.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM)

Data Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance and KPIs.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Education

School Grade 12 (Required)

Experience

General Experience 1 year retentions experience (essential) TOOLS Telephone system Avaya

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.