South Africa

Retentions Officer

Company Retentions Officer
Reference # LCIBS
Published 11/01/2019
Contract Type Permanent
Salary Market Related
Location Durban, KwaZulu-Natal, South Africa
Educor is the largest private education supplier in Southern Africa., managing 10 educational brands across its more than 60 campuses and sites in South Africa and internationally. As a Group we possess a rich heritage with brands that have been in existence for many years. Since our inception in 2008, Educor has evolved into an education giant offering face-to-face, distance and online learning. Our face to face brands include Damelin, CityVarsity, ICESA and Central Technical College. Distance brands include INTEC College, Damelin Correspondence College (DCC) and our higher-education distance brand, Lyceum.
Job Functions Academic
Industries Academic

Job description:
In this key customer care role, you’ll handle calls from people who are thinking about cancelling their online course across all online brands. You’ll listen patiently and empathetically, track information, and apply consultative skills regarding our courses/pricing. You will be required to uses your problem-solving ability not only to diffuse situations but point out the various benefits through studying on our online platform which will result in retaining the student.
Main Purpose of the Job:
•Beyond a passion for the student and ability to build relationships, you are required to be a product knowledge expert in order the adequately switch sell students across various online courses.
•Ensure all students who have requested cancellations are contacted and retained
•Deliver excellent customer service
•Carry out accurate and efficient sales related administration
•Liaise effectively with students.
•Generate retentions and switch sells through telephonic consultation
•Work closely with customer care department to ensure the student communication journey is adhered to
•Record prospective student details from each enquiry.
•Produce retentions report on a daily/weekly and monthly basis
•Ensure a student cancellation is processed within the relevant business SLA
•Capture Leads on CRM system/Manual excel reporting suite
•Ensure all information captured is accurate and up to date at point of retention/cancellation
•Ensure all cancellations are documented and stored on the share drive once sign off is received

1.Deliver excellent customer service.
Job Closing Date 18/01/2019
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