Retentions Agent

Retentions is where the most commercially valuable conversations in any contact centre happen. A customer calling to cancel represents months or years of revenue. What You Will Do: • Handle inbound cancellation and downgrade calls from customers wanting to exit • Listen actively to identify the real reason for cancellation • Respond to the actual reason before presenting any retention offer • Apply the approved retention offer matrix within your mandate to save accounts • Process all cancellations immediately when a customer insists — CPA Section 14 compliance is non-negotiable • Accurately log all retention attempts, offers made, and outcomes • Never use pressure tactics, false urgency, or misleading claims to retain a customer What You Bring: • Matric / Grade 12 (essential) • Minimum 1 year retentions or senior customer care experience • Demonstrable save rate performance from a previous role • Exceptional active listening and de-escalation skills Advantageous: Experience retaining financial services, insurance, or telecoms customers What We Offer: • R9,000 – R12,000 basic + retention incentive up to R8,000 per month • High earning potential — save rate incentive paid monthly with no cap on performance bonus • Dedicated Retentions Coach providing weekly individual feedback • ShiftMate Verified Assessment required — BPO Layer 1 Screener + Layer 2 Inbound Customer Care Knowledge Verification