Cancellations & Retentions Agent – 12-month Fixed Term Contract (Fully Remote)

Company: Webafrica

Location: Remote

Salary: R90,000 per year

Webafrica is seeking a Cancellations & Retentions Agent to join their team. As an Agent, you will be responsible for preventing customer cancellations and actively retaining customers who have already canceled their service. The goal is to sell solutions to problems and ensure customer satisfaction.

This is a remote role, allowing you to work from anywhere. If you have excellent negotiation skills, problem-solving abilities, and strong customer service expertise, this opportunity may be for you.

Key Responsibilities:

• Interacting with customers who want to cancel and proactively retaining customers who have canceled
• Negotiating with customers and proposing solutions to address their concerns
• Resolving conflicts and handling challenging situations with irate customers
• Thinking on your feet to establish and determine resolutions for customers
• Maintaining detailed timelines of events to track progress and retain customers

Required Skills:

• Customer service experience with the ability to understand customer frustrations and situations that lead to cancellations
• ISP and technical support experience (advantageous)
• Patience to gather information and address the reasons for cancellation
• Conflict resolution skills to navigate challenging situations
• Strong problem-solving abilities to think on your feet and provide resolutions
• Excellent written and verbal communication skills to articulate solutions and proposals
• Strong organizational skills to track timelines and achieve customer retention goals
• Preference will be given to applicants with fiber network coverage

Benefits:

• Fully remote work environment, allowing you to work from anywhere
• Access to shared office/workspace (Workshop 17) in different locations across the country, covered by Webafrica
• Tech equipment provided (laptop, monitor, headset) and connectivity provided for free
• Performance bonuses of up to 20% of cash salary paid out quarterly for meeting company targets
• Team building activities and cultural events

If you have the drive and skills to excel in this role, apply now and join the Webafrica team as a Cancellations & Retentions Agent.

Note: To be considered for this position, you are required to send a 2-minute introductory video along with your application. Applications without an introductory video will automatically be disqualified.