Cancellation & Retentions Agent

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NDC Personnel and Contractors

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2000

📡 Telecommunications

🛍️ eCommerce

Telecommunications • Internet Security • eCommerce

NDC Personnel and Contractors is a leading Internet service provider in South Africa, dedicated to delivering high-quality internet solutions, including fibre, LTE, and broadband services. Established in 1997, NDC has connected over 1. 4 million homes and businesses across the country, earning recognition for exceptional customer service and support. Committed to innovation and reliability, NDC offers a range of packages tailored for individuals, small businesses, and corporates to ensure seamless and efficient internet connectivity.

📋 Description

• Do you have a way with people? Are you a master of persuasion and influence, and passionate about customer happiness? • Our Cancellations team is on the hunt for a Cancellations & Retentions Agent who has a knack for influencing customer decisions and quick thinking on their feet to retain them. • The name of the game is to sell solutions to problems and retain our customers!

🎯 Requirements

• The Cancellations & Retentions Agent will be required to prevent customers who want to cancel and actively retain customers who have already cancelled their service. • Our Agent X needs to be an expert at negotiation, have excellent problem-solving abilities, and have strong customer service expertise. • Our Superstar will need excellent communication skills with the ability to be effective at conflict resolution and always put their customer first. • It's a fast-paced, exciting, and result-driven environment. • A unique interface will allow the agent to see customers who have clicked the ‘cancelled’ button and, in turn, create an opportunity to retain the customer. • The agent will be required to perform in a fast-paced, result-driven environment, meeting their targets on a monthly basis. • Being able to propose solutions and negotiate with customers will be a key driver in the success of this role.** • Customer Service – Must be able to interact, assist, and understand the frustration/situation that led to a cancellation • ISP and Technical Support Experience will serve to the successful candidate's advantage • Patience – A high degree of patience will be required to gather information that leads to a cancellation taking place • Conflict Resolution – Must be able to navigate challenging situations with irate customers • Problem-solving abilities – Being able to think on your feet will be a valuable asset in this role in order to establish and determine a resolution for the customer • Communication Skills – Strong written and verbal abilities will assist the agent in being able to articulate solutions and proposals to keep the customer onboard. • Organization Skills – Having to keep detailed timelines of events with the desired outcome of retaining a customer will assist the agent in achieving that goal • PREFERENCE will be given to applicants who have fibre network coverage.

🏖️ Benefits

• We are a Fully Remote work environment • That’s right! No need to go into the office! You can work from just about anywhere. • We have partnered with a shared office/workspace called Workshop 17, and we cover the cost of your access to any of their branches around the country – allowing you to change your scenery from time to time.** • We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. We also provide you with Connectivity – FOR FREE!