Customer Rescue Agent

• To deliver exceptional, retention-focused customer service by resolving concerns with empathy.
• To promote loyalty through personalised customer solutions.
• To build long-term customer relationships.
• The role supports business success through operational excellence, continuous learning, and collaborative teamwork.

• Engage with customers on an inbound line to address service concerns or cancellation requests.
• Proactively uncover and address the root causes behind potential cancellations with care and a solution-driven mindset.
• Reinforce customer loyalty by highlighting relevant benefits.
• Drive consistent follow-through to secure resolution, customer satisfaction, and lasting relationships.

• Accurately capture all customer interactions and retention efforts within CRM (Customer Relationship Management) platforms for seamless tracking and insights.
• Escalate nuanced or unresolved cases promptly, to appropriate internal teams, for quick resolution.
• Uphold company policies, service protocols, and compliance standards in every customer interaction.

• Consistently meet or exceed performance metrics including retention rate.
• Actively engage in QA feedback, coaching sessions, and reviews to sharpen skills and retention finesse.
• Spot opportunities to boost retention through smart, creative refinements to the customer journey.

• Stay informed and up to date on product enhancements, feature rollouts, system improvements, and current promotions.
• Navigate customers through tailored solutions that align with their specific needs, expectations, and challenges.
• Use customer insights and product expertise to suggest impactful upgrades or personalised offers that elevate the overall experience.

• Share strategies, tips, and success stories with peers to uplift team performance.
• Participate in upskilling opportunities and retention-focused training sessions to stay ahead.
• Collaborate openly with team members and provide thoughtful input to meet service standards.

• Matric or equivalent qualification.
• 12 years experience in retention, customer service, sales, or contact centre environments with a proven track record.
• Familiarity with CRM (Customer Relationship Management) systems and customer service platforms is a plus.
• Preferred languages: Afrikaans and English.

• Strong verbal and written communication paired with excellent persuasive skills.
• Insightful and data-awareable to identify behavioural trends and churn risks.
• Emotionally intelligent, calm under pressure, and solution oriented.
• Detail-driven with the ability to prioritise tasks and manage time effectively.
• Tech-savvy and confident navigating Microsoft Office and modern contact centre tools.

• Deeply empathetic with a passion for helping people.
• Courageous, resilient, and steady in emotionally charged conversations.
• Energetic, self-motivated, and action-orientedOwn it. Do it. Now.
• Open to feedback, honest in communication, and always ready to grow.

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