Retention Specialist at Leza - Legalwise

About the position

We are looking for a customer centric, highly motivated individual that is well organised, empathetic and displays good problem solving and negotiation skills to design and implement customer retention strategies to increase loyalty and retain business by analyzing member cancelation reasons, negotiate with members, how we may improve our products or services and implement retention strategies.

If you thrive in a fast-paced, competitive and are an analytical thinker - then we want YOU!

Personality fit for the role:

Are you highly motivated, positive minded, competitive, a convincing influencer and customer centric, this role is for you!

Desired work-related Experience and Qualifications:

• Completed Matric/Grade 12 or equivalent
• Minimum of 3 years Sales and retention experience
• Superior knowledge of the Pinnacle system functionality and all MASS SOP'S and processes
• Superior Product knowledge and knowledge of associated terms and conditions of the policies
• The ability to maintain a positive attitude throughout their dealings with potentially 'difficult' Members
• The ability to relay information in a clear and understandable manner.
• A genuine desire to help others
• Excellent convincing skills
• Excellent sales skills
• Excellent emotional intelligence
• Excellent soft skills
• The ability to be able to think on their feet while 'in the moment'
• Proven experience across various communication channels, tools and platforms.

A typical day for the successful candidate will consist of the following activities, amongst others:

• Attending to all Member cancelations requests and/or concerns raised by Members across the Group, on a first contact resolution basis as well as the administration that emanates from it.
• Retaining members by re-selling and/or offering downgrade of services and product benefits and attending to their reasonable concerns.

The above will be done by:

• Applying soft skills, emotional intelligence, and convincing techniques.
• Thinking on their feet and be present during every telephone call to come up with alternative solutions except for cancelling their Membership.
• Treating the Member on the other side of the call as a VIP and make them feel important and valued.
• When not busy retaining Members during cancellation requests, contact will be attempted with Members who have suspended method of payments as well as insufficient/incorrect information provided on new membership applications in order to get those contracts on our books in the fastest turn-around time possible, as well as the administrative aspects thereof. This will include swaying potential Members to not 'opt out' of their request for Membership when telephonic contact is made and Member does not wish to continue with his/her new application for Membership, by re-selling and/or offering downgrade of services and product benefits.
• Assisting with ad hoc tasks as when required (e.g., system testing, projects, etc.)

Other Requirements:

• Must be willing to relocate at own cost.
• Must have a valid drivers' license and own reliable transport.
• ITC/criminal check will be a requirement.
• Applicable psychometric assessment/s will be a requirement.

LEZA is committed to protecting your privacy. Your information will be used properly, lawfully, securely and transparently for the purpose of recruitment processes. LEZA has implemented appropriate technical and organisational information security measures to help keep your information secure, accurate and current.

Please note that LEZA applies all recruitment and selection processes to the requirements of the EE plan and is committed to transformation.

If you haven't received feedback from us within two weeks of submitting your application, please consider it unsuccessful.

Closing date: 05 April 2024

Desired Skills:

• Advanced organizational skills
• Must be fluent in at least one other official African language
• Must be computer literate
• Must be fluent in English
• Must have excellent verbal communication and interpersonal skills
• 1+ years of experience in similar role
• Excellent customer service
• In-depth knowledge of sales
• Ability to remain calm and professional in stressful situations
• Advanced communication and interpersonal skills
• Empathy and patience
• Strong conflict resolution skills

About The Employer:

LEZA is a registered non-life insurer that provides legal expenses cover. LEZA was the pioneer in the legal expenses insurance industry in Southern Africa with a track record now spanning more than 35 years. Our vision is to be the first choice for agile, quality and affordable solutions, giving our partners the freedom to focus on their core business. Through our actions we strive to be accountable, driven, genuine, resourceful and caring.