Do you have a talent for turning cancellations into conversations that count?
Afrizan BPO is on the hunt for persuasive and customer-focused Retentions Agents who can engage with clients, understand their concerns, and provide the right solutions to retain their business. If you enjoy resolving challenges and creating value, this role is for you.
Responsibilities
- Handle inbound and outbound calls to retain existing customers
- Understand customer concerns and use negotiation techniques to prevent churn
- Tailor solutions, promotions, or offers to meet individual needs
- Identify opportunities to upsell or cross-sell where appropriate
- Provide clear, accurate information on products, services, and policies
- Resolve customer complaints and escalate complex cases when necessary
- Maintain accurate records of interactions in the CRM system
- Consistently meet retention targets and performance KPIs
Requirements
- Matric or NQF Level 4 equivalent (essential)
- 1–2 years’ experience in a contact centre (preferably in retention or customer service)
- Strong verbal communication and problem-solving skills
- Sales and negotiation ability with a customer-first mindset
- Resilient, target-driven, and solution-oriented
- Comfortable using CRM systems and following compliance procedures
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.