Retention Consultant – Inbound and Outbound

About the role

The Retention Consultant will handle inbound and outbound cancellation contacts, aiming to keep customers subscribed by addressing objections and applying appropriate retention tools. Working from Tracker’s head office, you will collaborate with sales teams to convert cancellations into new contracts and ensure a smooth customer experience.

Key responsibilities

• Answer cancellation calls and emails within SLA and attempt to retain the customer.
• Process ownership changes, de‑registration or contract modifications with sales support.
• Handle electronic requests, update customer records across multiple internal systems (CDS, CRM, Willow, Tems, TX, Master, Proxy, Aspect, SharePoint).
• Resolve escalations and follow up on outstanding queries related to retention requests.
• Maintain accurate call ratings and meet retention targets.

Required profile

• Matriculation (high school) qualification.
• Minimum 3 years call‑centre/customer‑service experience, at least 1 year in a retention or sales environment.
• Proven ability to manage technical queries and financial information.
• Strong analytical mindset, able to work under pressure and meet deadlines.

Required skills

• Microsoft Excel proficiency.
• Experience with CRM and SharePoint platforms.
• Computer literacy and familiarity with Tracker’s internal systems.

What we offer

• Permanent contract.
• Market‑related remuneration.
• Opportunity to develop expertise in a leading IT & Internet company.