Retention Consultant

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