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Customer Care Specialist (Retention & Complaints)West Coast Personnel • Langebaan, South Africa
Customer Care Specialist (Retention & Complaints)

Customer Care Specialist (Retention & Complaints)

West Coast Personnel • Langebaan, South Africa
5 days ago
Job description
Key Responsibilities
  • Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services
  • Proactively retain customers by understanding concerns and offering effective solutions
  • Manage and resolve customer complaints in a professional and empathetic manner
  • Investigate issues related to service delivery, communication, and product performance
  • Negotiate retention outcomes that are beneficial to both the customer and the business
  • Maintain accurate records of customer interactions and resolutions
  • Collaborate with internal teams to address recurring issues and improve service delivery
  • Meet individual retention and performance targets

Required Experience & Skills
  • Proven experience in a customer service or customer care role
  • Demonstrated experience in complaint resolution and de-escalation
  • Strong customer retention experience (essential)
  • Excellent negotiation and objection-handling skills
  • Must be computer literate
  • Ability to remain calm and professional under pressure
  • Strong communication skills (verbal and written)
  • Results-driven with a proactive and positive attitude

Preferred / Advantageous
  • Experience in a retention or cancellations team
  • Background in telecoms, insurance, or security services

Key Competencies
  • Customer-centric mindset
  • Resilience and emotional intelligence
  • Problem-solving ability
  • Persuasive communication
  • Target-driven and self-motivated
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Customer Care Specialist (Retention & Complaints) • Langebaan, South Africa

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