Retention Consultant

In brief

**Overview** This role at Discovery is for a Retention Consultant. The primary purpose of this position is to proactively engage with members who are at risk of cancelling their products or services. The consultant aims to understand their concerns, resolve issues, and offer suitable solutions to retain their business and demonstrate the value of Vitality. This role is crucial for preserving customer loyalty, minimizing churn, ensuring long-term revenue sustainability, delivering exceptional service, building trust, and reinforcing the value of the product or service offering. **What you will do** Key responsibilities may include, but are not limited to: * Conducting inbound and outbound telephonic conservation with existing Discovery Vitality clients who have requested policy cancellation, with the goal of convincing them to stay. * Ensuring all conservation targets are met. * Proactively determining client needs and reselling products to members. * Proactively evaluating interactions with clients, consistently providing excellent service to internal and external clients. * Ensuring all client concerns are addressed and resolved by the relevant areas. * Keeping accurate statistics on all calls, contacts, and clients spoken to, and reporting findings to management. * Ensuring all administrative changes are done timeously, followed through, and monitored. **Requirements (from the original advert)** * Matric * 6 - 12 months Call Centre experience * At least 6 months sales or collections experience * Relationship management **Who should apply** The ideal candidate for this role should possess the following attributes and skills: * Upholds ethics and values, demonstrating integrity. * Gains clear agreement and commitment from others through persuasion, convincing, and negotiation. * Easily establishes good relationships with customers and staff, relating well to people at all levels. * Writes clearly and correctly. * Works hard and is willing to put in longer hours when necessary. * Possesses sales abilities and persuasiveness. * Is friendly, sincere, confident, and positive. * Able to work well within a team and be self-managed. * Has excellent administrative skills and is extremely organized. * Has the ability to deal well with change. * Ability to maintain confidentiality. * Has excellent written and verbal communication skills. * Is self-motivated and pro-active. * Able to prioritize, work well under pressure, and manage deadlines. * Professional at all times and displays resilience. * Is service-orientated and member-centric, and results-driven. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/retention-consultant-discovery-limited-4 Source: myjobmag

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