Job Description

Job Title: Junior Retentions Representative

Reports to: Head of Retentions / Head of Sales

Salary: R21 000 - R25 000 (+ Incentive)

Location: Cape Town, Hybrid

About Us

Our client is a fast-growing fintech lending to small and medium-sized businesses in the UK.

Our client is looking for a Junior Retentions Representative to focus on maintaining strong relationships with existing and past customers. In this role, you will be responsible for contacting clients nearing the end of their funding agreements, as well as re-engaging past customers to explore opportunities for renewed funding. This is a customer-focused position requiring excellent communication skills and a friendly, professional demeanor. You must be comfortable with phone-based interactions and have a keen ability to address customer needs and concerns.

Key Responsibilities

• Proactively contact customers nearing the end of their funding agreements
• Re-engage with past customers to discuss new funding opportunities
• Build and maintain strong relationships with customers, ensuring high levels of satisfaction
• Address customer inquiries and concerns, offering solutions and alternatives where appropriate
• Collaborate with the sales and retentions teams to ensure seamless customer experience
• Maintain accurate customer records and interactions in the CRM system
• Contribute to retention strategies and meet set targets

Requirements

• Minimum of 2-5 years experience in customer service (retention) role
• Strong communication skills, both verbal and written
• Comfortable with making outbound calls and engaging with existing customers
• Customer-oriented with a focus on delivering excellent service
• Ability to manage multiple client relationships and follow-up tasks effectively
• A team player with a collaborative attitude
• Experience with CRM systems is a plus