Customer Retention Consultant

Job Description

Role Purpose

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom. Infinity Services Partner Company is looking for a Customer Retentions Consultant

Handle calls from customers considering cancellations or downgrades, aiming to retain them by understanding their concerns and providing tailored solutions. In this fast-paced, target-driven environment, the role also involves identifying opportunities for upselling and cross-selling to enhance customer value.

Your responsibilities will include:

Customer Retention

• Identify reasons for cancellation or downgrade and offer tailored solutions to retain customers.
• Respond to customer concerns with empathy and professionalism, aiming to resolve issues on the first call.
• Deliver personalised support that builds trust and prevents churn.
• Whenever possible, retain the customer by offering a better plan or product that provides more value and benefits. This not only keeps them but also helps them upgrade in a way that benefits both them and the business.

• Achieve and exceed retention targets by applying effective problem-solving and negotiation skills.
• Maintain high levels of customer satisfaction through consistent, quality service.

Sales & Value Enhancement:

• Promote relevant products or services that align with customer needs using consultative selling techniques.
• Identify and pursue upsell and cross-sell opportunities during retention discussions by offering improvements that customers will value, benefiting both them and the company.
• Clearly communicate product benefits and value propositions to increase customer engagement.
• Meet and exceed sales targets while maintaining a customer-first approach.
• Continuously improve product knowledge and sales techniques through training and feedback.

Service Delivery & Process Adherence

• Follow established processes and procedures to ensure consistency, compliance, and service quality.
• Make sure that any retention upgrades are well-documented and truly advantageous for both the customer and the business.
• Collaborate with internal teams to resolve complex issues efficiently.
• Ensure adherence to quality standards and regulatory requirements.
• Contribute to continuous improvement by identifying service gaps and suggesting enhancements.

Competencies/ Job Knowledge

• Ability to communicate clearly, empathetically, and professionally with customers.
• Strong focus on building trust and rapport with customers.
• Ability to analyse customer concerns and offer effective solutions.
• Familiarity with products or services offered by the company.
• Ability to use call center software and technology efficiently to assist customers.
• Awareness of company policies and procedures to ensure correct handling of customer queries.
• Ability to follow step-by-step processes to solve customer problems, even when they are a bit complex

Work Environment
• Call Centre Setting: Work in a dynamic call center environment with a focus on customer service and retention.
• Flexible Scheduling: May be required to work varied shifts, including evenings, weekends, and holidays.

The ideal candidate for this role will have:

Must have technical /professional qualifications:
• Matric is essential
• A Relevant Diploma is desirable
• Minimum 2 years’ experience in a customer solutions environment.
• A minimum of 2 to 3 years’ experience with Customer care,
• 2 years’ relevant experience in the telecommunications industry (essential)

Closing date for Applications: 25 July 2025.

The base location for this role is Midrand Campus.

The company approved the Employment Equity Plan, and Targets will be considered as part of the recruitment process. As an Equal opportunity employer, we actively encourage and welcome people with various disabilities to apply.

Infinity Services Partner Company is committed to an organizational culture that recognises, appreciates, and values diversity & inclusion.