Customer Retentions Agent Level 2 - Fidelity Services Group

eg. Accountant or Accounting or Kempinski

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Overall Purpose of the Job: 

Support and provide superior service to internal and external customers via phone, email and face to face for walk-in customers to ensure FADT retain all clients wanting to cancel.

Main Duties and Responsibilities:

  • Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
  • Ability to comprehend, capture and interpret basic customer information.
  • Retain clients by preventing them to cancel, through correct processes and SOP’s.
  • Handle all cancellation requests



  • Handle all client queries relating to possible cancellations
  • Ensure all callbacks and follow-ups are concluded first thing each morning, every day on all pending’s
  • If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs for resolution, if not, follow up until resolution is reached and include Supervisor
  • All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed.
  • Cancel clients if approved by management
  • Give save offers as approved by management
  • Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management
  • Save clients from cancelling their contracts due to service, price and financial difficulty.
  • Manage your daily log report for saves done to build into the GM Weekly report.
  • Branch cancellations must be processed after branch managers have approved.
  • Make sound judgements to deliver superior customer service
  • Analyse various parts of a problem properly and develop logical solutions
  • Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Q’s.
  • Assist with call overflow from Level 1 Agents as and when required to maintain Service levels.
  • Provide Feedback to Customers and always contact via telephone call as first point of contact.
  • Exercise good interpersonal skills to be able to deal with difficult customers at all levels
  • Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
  • Ability to adapt to change in the work environment, delays or other unexpected demands.
  • Ability to adapt to new processes and procedures due to improvement in client retention.
  • Drive down company attrition by preventing cancellations.
  • Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees
  • Be able to identify product types and provide documentation & Information to a customer related to a particular request.
  • Receive and Retain Customer Cancellation Requests
  • Handle incoming customer complaints or inquiries from customers who wish to cancel their service
  • Investigate and resolve customer’s complaints or queries
  • Provide timeous feedback to customers
  • Keep accurate records of discussions or correspondence with customers
  • Communicate and coordinate with regions
  • Record cancellations, complaints and save offers on listener and other requirement platforms



Minimum Qualifications and Experience:

  • Matric
  • A minimum of 2 years of customer service experience.
  • At least 1 to 2 years experience within a contact centre, of which client retention experience would be
  • Continuous Improvement experience

Behavioural Competencies:

  • Customer focus
  • Ability to adapt to change
  • Understanding others
  • Written communication
  • Listening
  • Drive for results
  • Building effective teams
  • Decision Quality
  • Professionalism
  • Informing and communicating



  • Composure
  • Functional skills
  • Admin skills
  • Peer relationships
  • Patience
  • Problem-solving



How To Apply

Interested applicants should:

Click Here To Visit The Official Website To Read More & Apply Online

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