This job offer is not available in your country.

Customer Retention Consultant

Vodafone Global EnterpriseJohannesburg, ZA

7 days ago

Job description

Job title : Customer Retention Consultant

Job Location : Gauteng, Johannesburg

Deadline : October 20, 2025

Quick Recommended Links

Jobs by Location
Job by industries

Role Purpose

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom. Infinity Services Partner Company is looking for a Customer Retentions Consultant

Handle calls from customers considering cancellations or downgrades, aiming to retain them by understanding their concerns and providing tailored solutions. In this fast-paced, target-driven environment, the role also involves identifying opportunities for upselling and cross-selling to enhance customer value.

Your responsibilities will include :

Customer Retention

Identify reasons for cancellation or downgrade and offer tailored solutions to retain customers.

Respond to customer concerns with empathy and professionalism, aiming to resolve issues on the first call.

Deliver personalised support that builds trust and prevents churn.

Whenever possible, retain the customer by offering a better plan or product that provides more value and benefits. This not only keeps them but also helps them upgrade in a way that benefits both them and the business.

Achieve and exceed retention targets by applying effective problem-solving and negotiation skills.

Maintain high levels of customer satisfaction through consistent, quality service.

Sales & Value Enhancement :

Promote relevant products or services that align with customer needs using consultative selling techniques.

Identify and pursue upsell and cross-sell opportunities during retention discussions by offering improvements that customers will value, benefiting both them and the company.

Clearly communicate product benefits and value propositions to increase customer engagement.

Meet and exceed sales targets while maintaining a customer-first approach.

Continuously improve product knowledge and sales techniques through training and feedback.

Service Delivery & Process Adherence

Follow established processes and procedures to ensure consistency, compliance, and service quality.

Make sure that any retention upgrades are well-documented and truly advantageous for both the customer and the business.

Collaborate with internal teams to resolve complex issues efficiently.

Ensure adherence to quality standards and regulatory requirements.

Contribute to continuous improvement by identifying service gaps and suggesting enhancements.

Competencies / Job Knowledge

Ability to communicate clearly, empathetically, and professionally with customers.

Strong focus on building trust and rapport with customers.

Ability to analyse customer concerns and offer effective solutions.

Familiarity with products or services offered by the company.

Ability to use call center software and technology efficiently to assist customers.

Awareness of company policies and procedures to ensure correct handling of customer queries.

Ability to follow step-by-step processes to solve customer problems, even when they are a bit complex

Work Environment

Call Centre Setting : Work in a dynamic call center environment with a focus on customer service and retention.

Flexible Scheduling : May be required to work varied shifts, including evenings, weekends, and holidays.

The ideal candidate for this role will have :

Must have technical / professional qualifications :

Matric is essential

A Relevant Diploma is desirable

Minimum 2 years’ experience in a customer solutions environment.

A minimum of 2 to 3 years’ experience with Customer care,

2 years’ relevant experience in the telecommunications industry (essential)

Customer Service jobs

Create a job alert for this search

Retention Consultant • Johannesburg, ZA

Related jobs

Promoted

Divisional Recruitment Consultant

Shoprite Group of CompaniesCenturion, ZA

Job title : Divisional Recruitment Consultant.Job Location : Gauteng, Centurion.Employee Centric Delivery .Delivering the endtoend recruitment service as relevant within the respective busines...Show moreLast updated: 30+ days ago

Promoted

Recruitment Consultant : Perm

Adcorp Holdings LimitedJohannesburg, ZA

Job title : Recruitment Consultant : Perm.Job Location : Gauteng, Johannesburg.Specialises in sourcing, attracting, and placing senior and executive permanent roles within the IT sector to achieve r...Show moreLast updated: 21 days ago

Promoted

Leisure Travel Consultant (Retail Hours)

Innovation AdvanceJohannesburg North, Gauteng, South Africa

If travel excites you, selling it should too! We’re looking for a Leisure Travel Consultant who is more than just a salesperson—you’re the architect of dream vacations, guiding clients through unfo...Show moreLast updated: 30+ days ago

Customer Service Consultant

Arch Staffing SAMidrand, South Africa

Quick Apply

We are looking for an energetic, well-spoken customer service consultant to join our team and answer questions and requests from our customers. The responsibilities of the customer service consultan...Show moreLast updated: 6 days ago

Promoted

Recruitment Consultant : Perm-3

Adcorp Holdings LimitedJohannesburg, ZA

Job title : Recruitment Consultant : Perm-3.Job Location : Gauteng, Johannesburg.Specialises in sourcing, attracting, and placing senior and executive permanent roles within the IT sector to achieve...Show moreLast updated: 21 days ago

Promoted

OMF Client Relations Consultant (Eastrand Mall branch )

Old MutualBoksburg, ZA

Job title : OMF Client Relations Consultant (Eastrand Mall branch ).Job Location : Gauteng, Boksburg.To provide a positive customer experience by being helpful and sensitive to customer needs, mana...Show moreLast updated: 11 days ago

Promoted

Recruitment Consultant

Talentfinder (Advtech)Johannesburg, South Africa

Are you a people-person with a passion for connecting talent with opportunity? We're growing our team and looking for a.Manage client relationships & develop new business.Source & interview...Show moreLast updated: 30+ days ago

Promoted

Hybrid Inbound Travel Consultant

Executive PlacingsSandton, Gauteng, South Africa

Looking for your exciting new role for 2026?! An exciting hybrid opportuning exists for a senior Inbound Tour Consultant for a company in Johannesburg North. Experience required : Minimum of 3 – 5 ye...Show moreLast updated: 28 days ago

Promoted

Consultant Customer Care Retentions

Old MutualJohannesburg, ZA

Job title : Consultant Customer Care Retentions.Job Location : Gauteng, Johannesburg.Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations ...Show moreLast updated: 11 days ago

Promoted

Customer Engagement Consultant (GGC Africa - Remote)

TransUnionJohannesburg, ZA

Remote

Job title : Customer Engagement Consultant (GGC Africa - Remote).Job Location : Gauteng, Johannesburg.The Batch Services team, as part of our USA Customer Engagement division, plays a pivotal role ...Show moreLast updated: 30+ days ago

Promoted

Sales Consultant (Matriculants Welcomed)

Lekhi Direct MarketingVereeniging, Gauteng, South Africa

Lekhi Direct Marketing is seeking enthusiastic and driven Sales Agents to join our dynamic team in Vereeniging.As a Sales Consultant, you will play a key role in promoting and selling our products ...Show moreLast updated: 30+ days ago

Promoted

Customer Consultant - Verdi

Dis-Chem PharmaciesRandburg, ZA

Job title : Customer Consultant - Verdi.Job Location : Gauteng, Randburg.Dis-Chem Pharmacies require the committed services of a Customer Consultant for their store in Verdi - Randburg.Interact wit...Show moreLast updated: 7 days ago

Promoted

Leasing Consultant

SKG PropertiesCenturion, ZA

Job title : Leasing Consultant.Job Location : Gauteng, Centurion.Prospect, qualify, and engage new tenants across commercial, industrial, and retail property sectors. Market available properties thr...Show moreLast updated: 28 days ago

Promoted

Retention Consultant

Old MutualJohannesburg, ZA

Job title : Retention Consultant.Job Location : Gauteng, Johannesburg.Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing s...Show moreLast updated: 30+ days ago

Promoted

Customer Service Consultant

Hello GroupCenturion, ZA

Job title : Customer Service Consultant.Job Location : Gauteng, Centurion.Description .Hello Group is seeking to appoint a dedicated Customer Service Consultant to join our Call C...Show moreLast updated: 30+ days ago

Promoted

OMF Client Relations Consultant ( Cresta )

Old MutualJohannesburg, ZA

Job title : OMF Client Relations Consultant ( Cresta ).Job Location : Gauteng, Johannesburg.To provide a positive customer experience by being helpful and sensitive to customer needs, managing expe...Show moreLast updated: 30+ days ago

Sales Consultant

DevFindersHeidelberg, GP, ZA

We are a growing UK-based cleaning company committed to delivering high-quality service to our clients.With our continued growth, we’re seeking an enthusiastic and results-oriented.If you thrive on...Show moreLast updated: 28 days ago

Promoted

Sales Consultant

LCC MarketingVereeniging, Gauteng, South Africa

At LCC Marketing, we're a team of passionate, driven individuals who thrive on creativity, collaboration, and delivering exceptional results. We are currently looking for a motivated and energetic i...Show moreLast updated: 30+ days ago

Promoted

Retention Consultant : BI Afrikaans Speaking Apply

Telesure Investment HoldingsJohannesburg, ZA

Job title : Retention Consultant : BI Afrikaans Speaking Apply.Job Location : Gauteng, Johannesburg.Facilitate the retaining of policies through company approved retention strategies.Focus on mainta...Show moreLast updated: 21 days ago

Pentravel Travel Consultant - Johannesburg

Cullinan HoldingsJohannesburg, Gauteng, ZA

Quick Apply

Pentravel, a division of Cullinan Holdings, a leading leisure, travel & tourism company, is seeking a dynamic sales and customer-oriented Travel Consultant to join their teams in Johannesburg.A...Show moreLast updated: 30+ days ago