Outbound Retentions Agent

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.
• Effectively cross-sell and up-sell 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.

• Minimum requirement Grade 12

• Minimum of 12 months international customer service experience in a contact center
• Minimum 6 months experience in international sales in a contact center
• Previous experience in telecommunications and/or utilities advantageous