Customer Retention Agent

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa. We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative and kind. We have come a long way and have amazing stories to tell!  

What we offer:

Health Insurance, Medical aid

Comprehensive Life Cover 

Free 24/7 Employee Assistance Program (EAP) for all our staff and their family

Annual performance bonuses and salary increases

Employee Share Ownership Plan (ESOP) for qualifying staff

Generous time off (annual leave)

Birthday leave

Discounted TooMuchWifi internet packages

Casual Fridays

Fun company events including transportation

Sports club 

Staff loans (interest free)

Successful candidate placement referral cash bonus for staff

An enthusiastic and dedicated Retentions Agent to join our dynamic team. The Retention Agent will play a crucial role in maintaining and enhancing customer satisfaction, loyalty and retention.

The general responsibilities of this role involves understanding the customer needs and concerns and working to address these issues in a way that encourages them to continue their relationship with TMWF. Your advanced analytical, communication, collaboration and problem solving skills will enhance our customer relationship management and positive brand image.

• Engage with customers, using persuasive communication skills to understand their concerns and offer solutions to retain their business and improve their experience.
• Document all customer interactions, feedback, and the outcome of retention efforts for future reference and analysis.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Cross-sell and up-sell customers in order to provide them with products and services that will be more suited to their needs, and ultimately reduce churn.
• Adhere to the Company’s policies, procedures and standards.

• Grade 12 (Matric)
• Proven 3+ years experience as a Contact Centre Agent, or a similar customer support role.
• Have knowledge of and experience in contact centre operations and customer service management.
• Exceptional interpersonal skills and a client-centered approach.
• Advanced computer literacy.
• Problem solving skills.
• Excellent communication, reporting and presentation skills.
• Attention to detail.
• Strong influence and motivational abilities.