Customer Retentions Consultant

Job Description

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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.

Role Purpose:

The Customer Retentions Consultant is responsible for managing customer interactions related to cancellation or downgrade requests, with the primary objective of retaining customers. This involves understanding customer needs and concerns, providing tailored solutions, and delivering a positive customer experience. The role operates in a fast-paced, target-driven environment and includes identifying opportunities to upsell and cross-sell products or services to enhance overall customer value and loyalty.

Key Accountabilities:

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.

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.

Qualification & Experience:

• Matric is essential
• Minimum 2 years’ experience in a Call Centre environment.
• A minimum of a year of retentions, sales, or customer save experience?
• 2 years’ relevant experience in the telecommunications industry (essential)

Closing date for Applications: 08 June 2026

The base location for this role is Midrand, Infinity Services Partner Division

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

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