Retention Administrator

Job category: Admin, Office Support and Services

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

The Retention Administrator is responsible for supporting customer retention strategies through the development, management and analysis of data driven reports. The Retention Administrator is involved in tracking key retention metrics, producing actionable insights, and ensuring the accuracy of data that informs strategic decisions across the business. Tracker requires the services of Retention Administrator in the Retention department based at Tracker Head Office in Johannesburg.

• Distribution of work allocation from various email boxes
• Compile daily outstanding's on Business and Consumer retentions.
• SLA TAT spreadsheet to be completed daily
• Compile and allocate work items for urgent attention
• Filtering of email boxes, mailboxes but not limited to: Business retentions, Consumer retentions, Retentions queries
• Distribute emails to the relevant channels/departments.
• Assist with Customer Update requests and admin cancellations.
• Submitting monthly, weekly, and daily reports as required
• Weekly/Monthly Dashboards for Direct Sales and Retention department
• Compilation of overtime hours worked monthly as required
• Meet targets as per Key Performance Agreement.
• Identify concerns or trends, investigate, and propose possible solutions for problems.
• Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient customer service.
• Accurate record keeping of statistics as per stipulated guidelines.

• Matric coupled with 2 years working experience in a Contact Centre.
• Minimum 6 months Administration experience.
• Excellent product and systems knowledge. (IEVOVLE, CDS, Willow, CRM)
• Advanced MS Office proficiency.
• Excellent interpersonal skills.

• Medical aid
• Provident fund
• Annual leave days

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