High Risk Cancellations Specialist

Overview:

Do you have a way with people? Are you a master at customer service?

We have an exciting opportunity for you.

Our newly formed HRC (High Risk Cancellations) team is on the hunt for a Specialist who has a knack for influencing customer decisions and quick thinking on their feet.

The name of the game is to sell and retain!

Do you have the drive and skill?

Step forward and let’s talk!

Introduction:

The HRC Specialist will be required to retain customers who are at risk of cancelling their service(s) with Webafrica by using their customer service skills coupled with technical expertise. The role requires an individual with excellent communication skills with the ability to be effective at conflict resolution.

A unique interface will allow the agent to see customers who are at risk of cancelling and in turn create an opportunity to ensure the customers remains a loyal Webafrica customer.

The interface will include:

• Customer Contact Details
• Customer conversations with WA

The mandate will be to attend to these customers as quickly as possible as the success of retaining customers relies on us addressing any issues and correcting those expeditiously.

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.

Requirements

• Customer Service: Conflict Resolution, Multitasking, Time Management, Technical Literacy, Analytical, Problem-Solving skills and Attention to detail
• Empathy: Ability to interact/connect and truly understand customer frustration/situation
• Ability to handle challenging situations and navigate conflicts
• Experience in dealing with irate customers and formal complaints such as ICASA and ISPA Consumer complaints
• Strong technical support skills
• Excellent written and verbal communication skills, with the ability to articulate and propose solutions to retain customers
• Strong organization and time management skills, including keeping detailed timelines of events, follow-ups, and call backs
• Proficiency in MS Office (Excel, Word, Outlook)
• Ability to identify root causes and provide feedback to the business through reporting
• NB: It is Mandatory for all applicants to have completed and passed the CompTIA A+ and N+ certification, to be considered for the abovementioned role.