Customer Service Representative: Retention

  • Full time
  • Harare
  • @Zimnat posted 2 weeks ago
  • Posted : 26 May 2023 -Accepting applications

Vacancy Details

  • Career Level Qualified / Experienced
  • Experience Fresh
  • What we do Accounting / Banking & Finance
  • Qualifications Bachelors Degree

Job Description

Zimnat Group is seeking a Customer Service Representative: Retention to join their team. The Customer Services Representative: Retention will be responsible for retaining existing clients, providing excellent customer service, and promoting the company’s products and services.

Are you passionate about working for an organization that is best in class when it comes to investments management. wealth creation, and asset protection?

Our organization seeks mindsets and behaviours that best demonstrate innovative solutions guided by its values of Integrity, Sustainability: Empathy: Empowerment, and Partnership with the aim of making life better for its stakeholders. If you are ready to catapult your career to the next level in the customer services field, you are invited to fill in the following vacancy that has arisen within Zimnat Group.

Duties and Responsibilities

  • Ensuring that all inbound calls are answered within agreed Service Level Agreements ie, answering calls within 20 seconds of ringing to reduce customer effort
  • Managing outbound calls for retention purposes at a minimum. Identifying customer needs, answer questions and solve problems.
  • Identifying customer pain points per month for escalation to the Customer Experience Officer.
  • Up selling and cross selling products and services for all business units.
  • Generating referrals to enable business growth.
  • Maintaining Omni channel communication process through logging of tickets on Ameyo and ensuring tickets are closed
    on time.
  • Responding to WhatsApp inquiries, attaining Turnaround Time of 15 minutes.
  • Carrying out monthly voice of the customer campaigns through outbound calls.

Qualifications and Experience

  • 1st Degree or diploma in business related field (Marketing: Communication: Media; CS Management)
  • Customer Services certification is an added advantage.
  • Fluent in English, Ndebele, and Shona
  • Strong moral standing.
  • Ability to work collaboratively as part of a team. Be an articulate and effective communicator.
  • Strong analytical skills with the ability to take proactive steps in resolving queries.

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