The primary objective for appointing a Retention consultant in the Retention Contact Centre is to handle all consumer and business complaints, queries and escalations from internal and external stakeholders. The Retention consultant will also handle all consumer and business cancellations to prevent future billings. This individual will also be expected to assist on other administrative tasks to ensure that turnaround times are achieved and maintained.

• Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
• Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards .
• Action e-mail requests received from internal and external customers.
• Completing all Consumer and Business Admin cancellations as and when received
• Resolving all cancellations and customer servic...