CUSTOMER RETENTION OFFICER – G4S DEPOSITA SOUTH AFRICA
Location: Samrand | Salary: Basic Salary + Benefits | Closes: 18 Sep 2020 | Job Type: Permanent & Full-time | Business Unit: South Africa – Cash Solutions | Region / Division: Africa | Reference: G4S/TP/417748/196314
Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.
Customer Retention Officer
G4S Deposita a leading provider of cash management solutions has a vacancy for a Customer Retention Officer based in Samrand.
Reporting to the Head: Retail Cash Solutions, the position is responsible to retain, maintain and improve the company and customer relationship through ensuring service levels are met and that the customers are informed of the Company’s full service offerings available to them.
Ensure customer retention as a strategic priority
Draw up and follow a call cycle plan whereby a minimum of 6 client appointments per day are to be scheduled
Determine prior to the client appointment whether there is a valid G4S Deposita contract on file and if not ensure that a new contract is discussed at the appointment
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, conduct an exit interview between relevant manager and the client. This exit interview is to be sent to the Operations Director and Head Retail Sales. Negotiate cancellation terms for existing customers who have given final notice of their intention to terminate their contracts
Effective administration and record keeping
Call cycle plans are to be updated monthly and kept on file.
Regional risk reports are to be updated bi-monthly in conjunction with the AEs and kept on file
accurate and live pipeline in accordance with group pipeline targets.
Capture and update Salesforce information on a daily
/ weekly basis. All activities, appointments, calls and meetings
with customers are to be logged into the system.
Minuted weekly sales feedback meetings with the Managers are to take place and be kept on file.
Health and Safety
Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year.
Report all safety incidents to the relevant people
Discuss all safety incidents
Follow-up on any activities assigned through safety meeting/committee/representative/management
THE IDEAL CANDIDATE:
2-3 years’ experience in Customer Retention Field
Computer skills (word and excel)
Previous CIT experience highly advantageous
Relevant Customer Retention qualification advantageous
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
High level of product knowledge
High level of patience whilst dealing with irate customers