Job Description

Established in 2001, RSAWEB is South Africa's fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google - the best-rated ISP in South Africa. We are extremely proud of winning KFM's Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer's experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:

oFibre-to-the-Home (FTTH)

oFibre-to-the-Business (FTTB)

oEnterprise connectivity

oMobile connectivity and data management

oCloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

oWe Build Trust and Ownership

oWe Honour & Respect People

oWe Cultivate Passion & Creativity

oWe Innovate Feverishly

oWe Go the Extra Mile

oWe Believe in Humility

oWe Communicate Openly & Honestly

oWe Make it Fun

oWe Teach, Grow & Learn

oWe Do More, With Less

Where will the successful candidate fit in?

The position is for Retention Specialist in the RSAWEB Business team based in the Cape Town office.

You will work closely with the Sales Managers (Direct and Channel), as well as the Head of Enterprise.

As you will be working with our BUSINESS customers B2B experience is required and not negotiable.

The successful candidate will understand how a customer centric approach will enable us to manage the customer retentions process from beginning to end in initiative-taking manner.

You will be instrumental in adjusting and defining the customer retention process for the RSAWEB Business team.

The position is part of the Business Operations Team, and you will report directly to the Operations Manager. There is a strong requirement for stakeholder engagement understanding as this role has various parties with which it will engage.

The role involves working closely with cross-functional teams, with daily interaction with the Sales Managers for both Direct Sales and Channel Sales, as well as the Head of Enterprise and the various Account Managers.

The RSAWEB Business Retention Specialist plays a vital role in driving efficiency and effectiveness within the sales and operations business units while contributing to the overall success of the organization's sales initiatives.

Key Objectives

oUtilize effective methods to retain existing business customers. This role will focus on retention of bronze level customers. This may change over time.

oManaging short- and long-term plans to retain customers.

oImplement various strategies to increase retention.

oCollaborate with different departments to improve retention strategies.

oAbility to understand complex customer situations and provide appropriate solutions specific to RSAWEB.

oTask and / or Ticket lifecycle ownership and management to resolution.

oAnd any other reasonable task that may be required of you.

Stakeholder Engagement:

oCultivate positive relationships with internal and external stakeholders, keeping them engaged and informed throughout the project lifecycle. Address stakeholder concerns and manage expectations.

Requirements

oGrade 12 or equivalent.

oCertifications and / or a commercial degree are preferred, but not essential.

oProven experience (typically four plus years) in Sales Account management in an ISP and / or IT environment.

oCustomer service experience of at least 3 years.

oComplaint and escalation handling experience of at least 2 years.

oMinimum of 2 years' retentions experience.

oFamiliarity with sales management methodologies and sales management tools.

oStrong organizational and time management skills with an ability to prioritize tasks and manage multiple tasks concurrently.

oBuild positive working relationships with business customers to maximize customer lifetime value.

oA solid understanding of business connectivity solutions, cloud technologies, and mobile data solutions is preferred.

oMinimum 2 years' experience working with CRM, Billing, and other enterprise type systems.

oStrong MS Excel ability.

oStrong negotiation skills and the ability to collaborate with multiple stakeholders.

oSolid teamwork and communication skills.

oOwnership - able to take responsibility, troubleshoot problems and work with teams to get results.

oAble to cultivate trust and credibility with peers and maintain strong working relationships.

The perks

oMedical Aid (Discovery)

oReduced Gap Cover Rates (Turnberry Premier)

oRetirement Annuity Contribution (Allan Gray)

oMedical Insurance (Momentum - Health4Me)

oDiscounted Internet Connectivity

oFree Employee Wellness Programme (Lyra Wellbeing, formerly ICAS)

oExposure to latest industry technologies and standards

oLastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

Job Type: Full-time

Application Question(s):

What is your notice period? What is current CTC before deductions? What is your CTC expectation?
Education:

High School (matric) (Preferred)
Experience:

Account Management: 4 years (Preferred) ISP: 4 years (Preferred) Retentions: 2 years (Preferred) CRM and Billing: 2 years (Preferred)
Work Location: In person