Customer Rescue Agent

Purpose of the Role: To deliver exceptional, retention-focused customer service by resolving concerns with empathy. To promote loyalty through personalised customer solutions. To build long-term customer relationships. The role supports business success through operational excellence, continuous learning, and collaborative teamwork. Duties & Responsibilities Retention-Focused Customer Engagement Engage with customers on an inbound line to address service concerns or cancellation requests. Proactively uncover and address the root causes behind potential cancellations with care and a solution-driven mindset. Reinforce customer loyalty by highlighting relevant benefits. Drive consistent follow-through to secure resolution, customer satisfaction, and lasting relationships. Operational Excellence Accurately capture all customer interactions and retention efforts within CRM (Customer Relationship Management) platforms for seamless tracking and insights. Escalate nuanced or unresolved cases promptly, to appropriate internal teams, for quick resolution. Uphold company policies, service protocols, and compliance standards in every customer interaction. Performance and Growth Consistently meet or exceed performance metrics including retention rate. Actively engage in QA feedback, coaching sessions, and reviews to sharpen skills and retention finesse. Spot opportunities to boost retention through smart, creative refinements to the customer journey. Product Knowledge and Solutioning Stay informed and up to date on product enhancements, feature rollouts, system improvements, and current promotions. Navigate customers through tailored solutions that align with their specific needs, expectations, and challenges. Use customer insights and product expertise to suggest impactful upgrades or personalised offers that elevate the overall experience. Team Contribution Share strategies, tips, and success stories with peers to uplift team performance. Participate in upskilling opportunities and retention-focused training sessions to stay ahead. Collaborate openly with team members and provide thoughtful input to meet service standards. Desired Experience & Qualification Knowledge and Experience Matric or equivalent qualification. 12 years experience in retention, customer service, sales, or contact centre environments with a proven track record. Familiarity with CRM (Customer Relationship Management) systems and customer service platforms is a plus. Preferred languages: Afrikaans and English. Skill Competencies Strong verbal and written communication paired with excellent persuasive skills. Insightful and data-awareable to identify behavioural trends and churn risks. Emotionally intelligent, calm under pressure, and solution oriented. Detail-driven with the ability to prioritise tasks and manage time effectively. Tech-savvy and confident navigating Microsoft Office and modern contact centre tools. Personal Characteristics Deeply empathetic with a passion for helping people. Courageous, resilient, and steady in emotionally charged conversations. Energetic, self-motivated, and action-orientedOwn it. Do it. Now. Open to feedback, honest in communication, and always ready to grow.

Location: Durban, ZA

Posted Date: 8/29/2025