Roadside Assistance Expert – NUTUN

Job Title: Retention Specialist (Contact Centre)

Company Overview: We are a people-centric organization specializing in outsourced contact center solutions, with a particular focus on customer lifecycle management. At the heart of our business are our people, who are our most valuable asset. We foster a culture of empowerment and accountability, placing a strong emphasis on skill development, talent management, and career advancement for all employees. Our vibrant, team-oriented environment reflects our passion for creating an exceptional workplace, and it is our collective teamwork that drives our success.

Position Summary: We are seeking a dedicated Retention Specialist to join our dynamic contact center team. The successful candidate will be responsible for delivering outstanding service and contributing to high levels of customer retention. The role requires strong communication skills, a commitment to providing first-call resolution, and the ability to effectively manage customer concerns in a professional manner.

Key Responsibilities:

• Strive for first-call resolution, ensuring high-quality service is consistently delivered.
• Actively listen to customers’ needs and concerns, offering tailored solutions to address their issues.
• Maintain composure and professionalism when dealing with upset customers, ensuring they receive the best possible resolution.
• Adhere to company policies, procedures, and compliance guidelines.
• Achieve and exceed KPIs and targets set by the campaign while maintaining exceptional service standards.
• Respond promptly to customer inquiries, ensuring a positive and seamless customer experience.
• Efficiently escalate and transfer calls to the relevant departments when necessary.
• Utilize relevant software, tools, and metrics to enhance performance and customer experience.
• Participate in ongoing training and development programs to continually improve skills and knowledge.

Required Qualifications and Experience:

• Matric Certificate or equivalent.
• Minimum of +2 years of experience in a contact center environment.
• Previous experience in Claims, Case Management, or the Insurance industry is highly desirable.
• Strong background in customer service, with experience in retention-focused roles.

Key Skills:

• Excellent telephone etiquette and active listening skills.
• Strong verbal and written communication abilities.
• Proficient with computers and standard office software.
• Ability to manage conflict and de-escalate tense situations with professionalism.
• Effective time management and organizational skills.

Competencies:

• Proficiency in English, both spoken and written.
• Strong reading comprehension and attention to detail.
• Ability to meet English proficiency assessment standards during screening.
• Basic computer literacy.
• Willingness to learn and continuously improve.

Why Join Us:

• A supportive environment focused on career growth and development.
• Opportunities for professional advancement within a high-energy, team-oriented setting.

Application Process: We strive to provide feedback to all candidates, but if you do not hear from us within 14 days of the closing date, please consider your application unsuccessful.

All hiring decisions will align with our Group Employment Equity Plan.