Outbound Retentions Agent

Overview

Outbound Retentions Agent – WNS Cape Town, Western Cape, South Africa.

Handle inbound and / or outbound calls to promote and sell additional products or services to existing or potential customers. Identify opportunities to cross-sell and up-sell while ensuring excellent customer service is maintained. Focus on retention calls with customers at risk of cancellation or churn, and onboarding new customers.

Key Responsibilities

• Handle incoming and outgoing calls to / from customers in a professional and courteous manner.
• Identify customer needs through active listening and provide tailored product / service recommendations.
• Effective cross-sell and up-sell of products or services that complement the customer’s current selections or needs.
• Handle inbound and outbound retention calls to customers identified as at risk of cancellation or churn.
• Onboarding of new customers.
• Meet or exceed sales targets and conversion rates set by the company.
• Maintain updated knowledge of all company products, services, pricing, and promotions.
• Document customer interactions, sales outcomes, and follow-up requirements accurately in the CRM system.
• Handle customer objections and concerns with confidence and professionalism.
• Collaborate with team members and supervisors to improve performance and customer satisfaction.

Qualifications

Additional Information

Seniori

Employment type

Job function

Industries

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