Role Description Do you have a way with people? Are you a master of persuasion and influence, and passionate about customer happiness? We have an opportunity for you. Our Cancellations team is on the hunt for a Cancellations & Retentions Agent who has a knack for influencing customer decisions and quick thinking on their feet to retain them. The name of the game is to sell solutions to problems and retain our customers! Important to note is that this is a remote role! The Cancellations & Retentions Agent will be required to: - Prevent customers who want to cancel and actively retain customers who have already cancelled their service. - Be an expert at negotiation and possess excellent problem-solving abilities. - Exhibit strong customer service expertise and excellent communication skills. - Be effective at conflict resolution and always put the customer first. - Perform in a fast-paced, result-driven environment, meeting targets on a monthly basis. A unique interface will allow the agent to see customers who have clicked the ‘cancelled’ button, creating an opportunity to retain the customer. The interface will include: - Customer Contact Details - Age of cancellation in days The mandate will be to attend to these customers as quickly as possible, as the success of retaining customers relies on us addressing any issues and correcting them expeditiously. Qualifications - Customer Service – Must be able to interact, assist, and understand the frustration/situation that led to a cancellation. - ISP and Technical Support Experience will serve to the successful candidate's advantage. - Patience – A high degree of patience will be required to gather information that leads to a cancellation taking place. - Conflict Resolution – Must be able to navigate challenging situations with irate customers. - Problem-solving abilities – Being able to think on your feet will be a valuable asset in this role in order to establish and determine a resolution for the customer. - Communication Skills – Strong written and verbal abilities will assist the agent in being able to articulate solutions and proposals to keep the customer onboard. - Organization Skills – Keeping detailed timelines of events with the desired outcome of retaining a customer will assist the agent in achieving that goal. - PREFERENCE will be given to applicants who have fibre network coverage. Benefits - Fully Remote work environment – No need to go into the office! You can work from just about anywhere. - Partnership with a shared office/workspace called Workshop 17, covering the cost of access to any of their branches around the country. - Provision of all necessary tech equipment needed for a remote office, including laptop, monitor, and headset. - Free Connectivity provided.