Customer Care Specialist (Retention&Complaints), Langebaan

Key Responsibilities

Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services

Proactively retain customers by understanding concerns and offering effective solutions

Manage and resolve customer complaints in a professional and empathetic manner

Investigate issues related to service delivery, communication, and product performance

Negotiate retention outcomes that are beneficial to both the customer and the business

Maintain accurate records of customer interactions and resolutions

Collaborate with internal teams to address recurring issues and improve service delivery

Meet individual retention and performance targets

Required Experience&Skills

Proven experience in a customer service or customer care role

Demonstrated experience in complaint resolution and de-escalation

Strong customer retention experience (essential)

Excellent negotiation and objection-handling skills

Must be computer literate

Ability to remain calm and professional under pressure

Strong communication skills (verbal and written)

Results-driven with a proactive and positive attitude

Preferred / Advantageous

Experience in a retention or cancellations team

Background in telecoms, insurance, or security services

Key Competencies

Customer-centric mindset

Resilience and emotional intelligence

Problem-solving ability

Persuasive communication

Target-driven and self-motivated

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