Fidelity Services Group Retention Officer - Cashmaster, Waltloo - Pretoria Jobs in South Africa

Fidelity Services Group Retention Officer - Cashmaster, Waltloo - Pretoria Jobs in South Africa

The purpose of the Retention officer is to design and implement customer retention strategies to increase satisfaction, loyalty and retain business. The incumbent will play a crucial role in preserving the company's customer base and maximizing customer lifetime value.

Minimum Requirements:

  • Grade 12

  • Post-matric qualification in the relevant field advantageous

  • 3+ years’ experience in a similar role.

  • Analytical mindset with the ability to interpret customer data and draw actionable insights.

  • Knowledge of the industry and market trends affecting customer retention

  • Excellent customer service skills.

  • Strong problem solving and conflict resolution skills.

  • Advanced communication and interpersonal skills.

  • Strong ability for cross-functional collaboration

  • Have a persuasive attitude.

  • Advanced organizational skills.


  • Communicating with customers and gathering information about customer complaints.

  • Analyzing customer behavior, writing, and presenting customer behavior reports.

  • Collecting data regarding customer service trends in the business.

  • Conduction of customer needs analysis.

  • Developing aggressive retention strategies based on customer feedback and behavior.

  • Providing internal feedback on how to improve client retention.

  • Analyze customer account trends to continuously improve retention, upsell and cross-sell strategy.

  • Tracking soon to be expired contracts and negotiating with customers to renew contracts and retain business.

  • Meeting with the sales team to propose customer retention solutions.

  • Building positive relationships with customers and business associates.

  • Measuring key performance metrics related to retention efforts.

    Core Competencies

  • Strong analytical and problem-solving skills.

  • Excellent teamwork and communication skills to collaborate effectively with cross-functional teams.

  • Strong written and oral communication skills

  • Ability to work under pressure and meet targets and deadlines.

  • Able to work effectively in a complicated environment with minimal management guidance/supervision.

  • Ability to multi-task and prioritize work schedules.


  • Interpersonal

  • Communication

  • Critical thinking

  • Diplomacy

  • Persuasion and influencing

  • Judgement and decision making

  • Customer Orientation

    How to Apply

    For more information and job application details, see; Fidelity Services Group Retention Officer - Cashmaster, Waltloo - Pretoria Jobs in South Africa

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