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Customer Care Specialist (Retention & Complaints)

Western Cape
Salary: R21 000.00 Per Month
Job Type: Permanent
Sectors: General
Reference: CPT001097/JA

Apply before May 31 2026 | 23 Days left

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Vacancy Details

Employer: West Coast Personnel

We are seeking a highly motivated and customer-focused Customer Care Specialist to join our team. This role is critical in managing customer relationships, resolving complaints, and retaining customers who are considering cancellation.The successful candidate will play a key role in protecting revenue by delivering exceptional service and turning challenging situations into positive outcomes.

Key Responsibilities

Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services
Proactively retain customers by understanding concerns and offering effective solutions
Manage and resolve customer complaints in a professional and empathetic manner
Investigate issues related to service delivery, communication, and product performance
Negotiate retention outcomes that are beneficial to both the customer and the business
Maintain accurate records of customer interactions and resolutions
Collaborate with internal teams to address recurring issues and improve service delivery
Meet individual retention and performance targets

Required Experience & Skills

Proven experience in a customer service or customer care role
Demonstrated experience in complaint resolution and de-escalation
Strong customer retention experience (essential)
Excellent negotiation and objection-handling skills
Must be computer literate
Ability to remain calm and professional under pressure
Strong communication skills (verbal and written)
Results-driven with a proactive and positive attitude

Preferred / Advantageous

Experience in a retention or cancellations team
Background in telecoms, insurance, or security services

Key Competencies

Customer-centric mindset
Resilience and emotional intelligence
Problem-solving ability
Persuasive communication
Target-driven and self-motivated

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About West Coast Personnel

Staff recruitment specialists at all levels: Permanent Placements, Temps, Contract Personnel and CV Services.

What services do we offer? Successful recruitment and selection processes Personality profiling Professional CV preparation for Jobseekers Verification of qualifications, employment history and all relevant details. Reference checks according to competencies. Suitability for position. West Coast Personnel Permanent Placements Having an impressive database of approved candidates, we search the marketplace to find you the best candidate. Our personalized service means that we actually sit down to find out what precisely you need, and through proven processes, ensure that the right person is chosen for the job. Filling your gaps! West Coast Personnel Temps Our Temps are the perfect staffing solution. Clients hire professional skills per hour and have access to flexible, no-fuss employees at competitive rates; we take care of the complete payroll administration and offer negotiable Temp to Perm Placement fees.