Customer Retention Consultant at Vodacom | Apply Now!

🏢 Company: Infinity Services Partner Company (a Vodacom subsidiary)
📍 Location: Midrand Campus, Johannesburg, South Africa
💼 Job Type: Full-Time | Call Centre Environment

Website: https://bit.ly/3fx6DrT

🧾 About the Company

Infinity Services Partner Company, a wholly owned Vodacom subsidiary, is a managed services provider focused on delivering high-performance customer solutions. We pride ourselves on diversity, inclusion, and creating opportunities for people with disabilities, aligned with our Employment Equity Plan.

🎯 Role Purpose

As a Customer Retention Consultant, your core mission is to retain customers who are considering cancellations or downgrades. You’ll resolve their concerns with empathy and present value-added alternatives, including upselling where appropriate. This is a fast-paced, results-driven role within a dynamic call centre environment.

🛠️ Responsibilities

Customer Retention

• Identify customer cancellation/downgrade reasons and provide tailored retention solutions

• Address customer concerns with empathy and professionalism

• Offer better value plans or upgrades that satisfy both the customer and business goals

• Meet or exceed retention and satisfaction KPIs

Sales & Value Enhancement

• Promote relevant products aligned to customer needs using consultative techniques

• Identify upsell and cross-sell opportunities

• Communicate product benefits clearly to drive engagement

• Meet sales targets while maintaining a customer-first focus

Service Delivery & Compliance

• Adhere to process, quality, and regulatory standards

• Collaborate with internal teams to resolve issues efficiently

• Ensure all retention-related actions are well-documented

• Identify service gaps and contribute to continuous improvement

✅ Requirements

Minimum Qualifications

• Matric (essential)

• Diploma (advantageous)

Experience

• 2–3 years in customer care or customer solutions environment

• 2+ years’ experience in the telecommunications industry (essential)

Key Competencies

• Excellent communication and empathy

• Strong rapport-building and trust skills

• Analytical thinking to solve customer issues effectively

• Proficient in call centre technology and processes

• Knowledge of Vodacom products and services preferred

🏢 Work Environment

• Office-based in a fast-paced call centre

• Flexible schedule required (may include weekends, evenings, holidays)

🌍 Diversity and Inclusion

Infinity Services Partner Company is an Equal Opportunity Employer and supports the recruitment of people with disabilities. Employment Equity goals will be considered throughout the recruitment process. We are committed to fostering a diverse and inclusive culture.

💡 CV & Interview Tips

• Highlight your telecom experience and customer retention achievements

• Be ready to explain how you’ve turned customer dissatisfaction into loyalty

• Demonstrate problem-solving, negotiation, and persuasive communication skills

• Prepare to discuss sales or upselling success in past roles

🔎 Find similar jobs at: https://careerjunctionZA.co.za/