G4S Customer Retention Officer Jobs in South Africa
G4S Customer Retention Officer Jobs in South Africa
G4S Deposita a leading provider of cash management solutions has a vacancy for a Customer Retention Officer based in Samrand.
Reporting to the Head: Retail Cash Solutions, the position is responsible to retain, maintain and improve the company and customer relationship through ensuring service levels are met and that the customers are informed of the Company’s full service offerings available to them.
The successful incumbent is a self-starter with a proven track record in maintaining company policy, adopting best practices, and is able to exercise sound judgment in the pursuit of the achievement of the goals of the organisation, and understanding the role which support plays within a successful business unit. The incumbent will be expected to be results driven and to live the values of the organisation.
Role Responsibility:
Ensure customer retention as a strategic priority
Draw up and follow a call cycle plan whereby a minimum of 6 client appointments per day are to be scheduled
Determine prior to the client appointment whether there is a valid G4S Deposita contract on file and if not ensure that a new contract is discussed at the appointment
As part of the appointment, respond to customer questions, requests regarding service additions, billing queries and service related problems. All discussion details are to be recorded on the Client Visitation sheet.
At each customer visit, there must also be a process of educating them on the G4S Deposita services and products available and offer them any additional services
On receipt of a client threat or intention to terminate their services, the CRO is required to set up an appointment with the client to identify the specific reasons why the customer is wanting to terminate the service
Report threats and notice of terminations to both the Head of Retail and Operations Director and set up an appointment with the client, relevant Managers and themselves to try and resolve the complaint and thus retain the client
All agreements reached in the meeting with the client are recorded in writing and properly communicated to operations and the client placed into ICU mode.
Where the termination is unavoidable, conduct an exit interview between relevant manager and the client. This
exit interview is to be sent to the Operations Director and Head Retail Sales.
Negotiate cancellation terms for existing customers who have given final notice of their intention to terminate their contracts
Effective administration and record keeping
Call cycle plans are to be updated monthly and kept on file.
Regional risk reports are to be updated bi-monthly in conjunction with the AEs and kept on file
Update client records with action taken and any follow ups required in both SAP and Salesforce.
Complete weekly summary report of customer problems and forward it to the relevant management for their attention and corrective action requirements
File retention action plans for specific customers on both file and salesforce
Ensure that customers receive their signed new contracts, amended service schedules and all relevant documentation resulting from their appointments.
Capture and update Salesforce each week with all the required information needed to sustain an accurate and live pipeline in accordance with group pipeline targets.
Capture and update Salesforce information on a daily
/ weekly basis. All activities, appointments, calls and meetings
with customers are to be logged into the system.
Minuted weekly sales feedback meetings with the Managers are to take place and be kept on file.
Health and Safety
Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year.
Participate in safety forums created by company for example safety meetings and safety talks
Report all safety incidents to the relevant people
Discuss all safety incidents
Follow-up on any activities assigned through safety meeting/committee/representative/management
Attend safety education and refresher programmes
Comply with safety policies and procedures at workplace
Distribute safety information as and when required
Minimum Requirements:
Matric certificate
2-3 years’ experience in Customer Retention Field
Computer skills (word and excel)
Previous CIT experience highly advantageous
Relevant Customer Retention qualification advantageous
Skills:
Ability to make good judgment calls where policies are not defined
Excellent oral and written communication skills
Excellent customer relations skills
Very organized and detail orientated
Computer literacy
Attributes:
High level of product knowledge
High level of patience whilst dealing with irate customers
Understand and evaluate data quickly
How to Apply
For more information and job application details, see; G4S Customer Retention Officer Jobs in South Africa
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