Are you a customer-centric professional who thrives on building strong relationships and solving complex problems? Deposita South Africa a leading cash & payment solutions company, is seeking a dedicated Customer Retention Officer to join our team at our Head Office in Midrand, Gauteng. Our globally-implemented cash management, payment, e-payment, and self-service technologies reduce the risks associated with handling money business.
Main purpose of the role: reporting to the Client Retention Manager, the position holder is responsible for retaining, maintaining, and improving the company and customer relationship by ensuring service levels are met and that customers are fully informed of the Deposita's available service offerings.
At Deposita, we pride ourselves on being Agile, Reliable, Innovative, Caring, and committed to Teamwork, Safety, and Integrity. We are seeking a self-starter with a proven track record in maintaining company policy, adopting best practices, and exercising sound judgment. The successful incumbent will be expected to be results-driven and to live these values daily.
Key Performance Areas
Strategic Focus
- Ensure the customer services plan are updated and implemented
- Ensure that we comply with the SATMETRIX and Risk 360 requirements
- Ensure we have an updated customer renewal strategy
- Ensure that we maintain a 90% customer retention rate
- Ensure that you flag any renewal risks and expansion opportunities
Commercial Excellence
- Drive quarterly targeted communication campaigns aimed at all renewal customers
- Ensure solutions are figured specifically to meet requirements of renewal & possible termination customers
- Measure and capture the actual values realized from renewals and saved terminations
- Implement strategic renewals Matrix
- Follow up on any open , escalated and or new tickets
- Establish and maintain above the line relationship with all our channel partners and ensure
- that we have formal and recorded meetings monthly
Technology Innovation
- Prioritize feature road map and insights to customer needs.
- Implement and maintain a renewal and termination playbook
- Communicate value added services and new innovation to renewal and terminate
- customers quarterly.
Operating Model
- Ensure the proper resourcing of the customers service department
- Ensure all data with regards to renewals and terminations are properly analysed to improve
- the accuracy of forecasts
- Ensure that proper targets and objectives are set for the Department
- Set KPIs for response times to customers and make it measurable
- Identify key trends for renewals and terminations and present monthly to Exco
- Ensure the effective administration of the Department
Health and Safety
- Participate in the design/ development/ review/ implementation and monitoring of the
- departmental safety plans for each year
- Participate in safety forums created by the company for example safety meetings and
- safety talks
- Report all safety incidents to the relevant people
- Discuss all safety incidents
- Follow-up on any activities assigned through safety meeting /committee /representative / management
- Attend safety education and refresher programs
- Comply with safety policies and procedures at the workplace
Information Security
- Comply with all Information Security policies, procedures, and training requirements.
- Immediately report any suspected or confirmed information security incidents.
- Protect company data and confidential information from unauthorised access or disclosure.
- Use company systems, email, and devices responsibly, avoiding suspicious links or unauthorised software.
- Adhere to secure document handling, storage, and disposal practices at all times.
Ideal Candidate
Qualifications & Experience
- Grade 12 / Matric Equivalent
- Relevant Tertiary Qualification in Customer Services / Retention preferred
- Minimum 3 years experience in Customer Retention Field
- Similar industry or FinTech experience advantageous
Skills and Attributes
- Computer Literacy (Google Workspace & MS Office)
- Excellent Communication (written and verbal)
- Excellent customer relations skills
- Very organized and detail oriented
- Demonstrates high levels of patience and resilience
- Understand and evaluate data quickly
- Understanding the organizational environment
- Understanding and delivering the organization’s goals and objectives
- Supporting and working with others
- Dealing with complexity and ever-changing circumstances
- Delivering great customer service
- Sharing and cooperating
Package Description
Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.
We welcome applications from all suitably qualified candidates, but South African citizens will have a distinct advantage.
If you are ready to add continuous value, drive retention winning strategies, and grow your career with an industry giant, Apply Now and become a vital part of the Deposita South Africa team!