VdE | Agente de Retenção | Cartrack

The main purpose of the position is to attend to clients who request to cancel their contracts for whatever reason, get to the source of the client’s reason for cancellation, and if possible, make every effort to retain the client. To contribute daily to our mission of earning the reputation that we provide all our clients and partners with superior quality technology and information supported by first rate service. The incumbent must uphold our promise to clients that we go beyond the expected.


Duties And Responsibilities


Perform daily function related to retention of clients


  • Respond to all telephonic and electronic cancellation requests received
  • Ensure that clients who request to cancel contracts are contacted within 24 hours
  • Ensure that all possible options are explored in order to retain clients, but within department policies and procedures
  • Prioritise urgency of queries and requests received
  • Contact clients where required Voice log amendments to contracts if and when required according to procedure
  • Record all action taken for queries received on CAMS


Perform daily function relating to client services


  • Take ownership of client complaints and only escalate when no resolution can be achieved
  • Assist with general telephonic queries


Experience And Qualifications


  • Customer Service- minimum 1 Year
  • Sales Fundamentals - minimum 1 Year
  • Call Center Fundamentals - minimum 1 Year
  • O'levels - minimum
  • Any related qualification

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