Customer Retention Specialist Job Vacancy in Cape Town at Hero Holdings
About Us:
At Hero Holdings, we are committed to delivering outstanding customer service and support. Our mission is to ensure that every client has a positive experience with our products and services. We are currently seeking a highly skilled and motivated customer retention specialist to join our dynamic team.
Job Overview:
As a customer retention specialist, As a Customer Retention Agent, your mission is to prevent client cancellations, recover at-risk accounts, and rebuild trust with clients who are unsure or dissatisfied with the process. You’ll engage with clients and retain their business through empathy, product knowledge, and clear communication.
Key Responsibilities:
- Proactively contact clients who have missed payments, requested to cancel, or raised objections.
- Identify root causes of client dissatisfaction and address them with care and urgency.
- Handle objections such as affordability concerns, legal fears, or misunderstandings about debt review.
- Offer tailored solutions and reinstatement options when necessary.
- Maintain accurate records of all interactions and outcomes in the CRM.
- Collaborate with Support, Legal, and Finance departments to resolve client issues swiftly.
- Meet or exceed monthly retention and reinstatement KPIs.
Required Skills & Attributes
- Strong verbal and written communication (English; other languages an advantage)
- High emotional intelligence and active listening
- Ability to handle objections calmly and confidently
- Resilience and solution-oriented mindset
- Familiarity with debt review or financial services (advantageous)
- Experience in customer service, collections, or sales is a plus
- Tech-savvy and comfortable working with CRM systems
What We Offer:
- Competitive salary with performance-based incentives.
- Commission on saves/reinstatements.
- Full training & ongoing coaching
- Supportive team environment
- Potential for career advancement within the company.
How to Apply:
If you are a driven and experienced customer retention professional with a passion for helping clients and achieving targets, we want to hear from you! Please send your CV to [email protected].
