Customer Retention Officer(Pretoria Waltloo)-Fidelity Security Group

REF: 1851/FCS/ZS/Customer Retention Officer(Pretoria Waltloo)/Tshwane Metropolitan/020818

Introduction...
The Customer Retention Officer has overall responsibility for the daily management of the Fidelity CashMaster customer accounts and will be responsible to maintain and improve the customer relationship and service levels so as to ensure that the customer is retained..
Minimum Requirements...
Minimum Requirements:

Matric certificate
2-3 years’ experience in Customer Retention and/or Sales Field
Computer skills (word and excel)
Previous CIT experience highly advantageous
Skills:

Ability to make good judgment calls where policies are not defined

Excellent oral and written communication skills
Excellent customer relations skills
Very organized and detail orientated
Ability to build rapport and handle objections to influence and negotiate at all levels
Excellent communication skills and a strong customer focused attitude
Self-motivated with strong organisational skills and the ability to multi task
Ability to work in a fast paced environment
Attributes:

High level of patience whilst dealing with irate customers
Understand and evaluate data quickly
Job Specification...
Role Responsibility:

Ensure customer retention as a strategic priority

To liaise with Sales team to renew contracts that are in evergreen/on the verge of expiration
Draw up and follow a call cycle plan whereby a minimum of 6 client appointments per day are to be scheduled
Monitoring of termination requests including ensuring full resolution of complaints regarding service delivery etc that have caused the termination, with a goal of saving the business
Assessment of current packages and rates to ensure limited drop in revenue for the Company as well as cost saving for the client
Determine prior to the client appointment whether there is a valid Fidelity contract on file and if not ensure that a new contract is discussed at the appointment
As part of the appointment, respond to customer questions, requests regarding service additions, billing queries and service related problems. All discussion details are to be recorded on the Client Visitation sheet.
At each customer visit there must also be a process of educating them on the Fidelity services and products available and offer them any additional services
On receipt of a client threat or intention to terminate their services, the CRO is required to set up an appointment with the client to identify the specific reasons why the customer is calling to terminate the service
Report threats and notice of terminations to both the Sales Team, CashMaster Accounts team and set up an appointment with the client, BDM and themselves to try and resolve the complaint and thus retain the client
All agreements reached in the meeting with the client are recorded in writing and properly communicated to operations and the client placed into ICU mode.
Where the termination is unavoidable provide full feedback as to why the business could not be saved and report to all relevant Fidelity departments
Negotiate cancellation terms for existing customers who have given final notice of their intention to terminate their contracts and ensure all penalties are paid in full


Effective administration and record keeping

Call cycle plan are to be updated monthly and kept on file.
Update client records with action taken and any follow ups required
Complete weekly summary report of customer problems and forward it to the relevant management
Ensure that customers receive their signed new contracts, amended service schedules and all relevant documentation result from their appointments.
Capture and update the Customer Database information on a daily / weekly basis. All activities, appointments, calls and meetings with customers are to be logged into the system.


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Job id : , #68710, 78 views,

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