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Customer Service & Retention Advisor

Sa Commercial

Job Location:

Cape Town - South Africa

Monthly Salary: Not provided by the employer

Posted: 5 August 2026 (30+ days ago)

Application Deadline: 2 November 2026

Vacancies: 1 Vacancy

Department:

Client Services

Job Summary

ATM Group is expanding our customer service operation and were looking for passionateCustomer Service & Retention Advisorsto join our growing team.
This is an exciting opportunity for individuals who are committed to delivering exceptional customer experiences while building long-lasting customer relationships. If you enjoy helping customers solving problems and using your communication skills to retain and support customers wed love to hear from you.

What Youll Be Doing
As aCustomer Service & Retention Advisor youll be responsible for delivering outstanding customer service while identifying opportunities to retain customers resolve enquiries and provide tailored solutions that meet both customer and business needs.
Your responsibilities will include:

Handling inbound customer enquiries professionally and efficiently.
Assisting customers with account enquiries product information billing queries and service requests.
Building strong customer relationships through empathy active listening and effective communication.
Understanding customer needs and providing personalised solutions.
Identifying customers who wish to cancel or change their service and proactively working to retain their business.
Using effective negotiation and objection-handling techniques to reduce customer churn.
Presenting appropriate retention offers and solutions that deliver value to the customer.
Resolving customer concerns and complaints with professionalism and ownership.
Promoting customer loyalty by educating customers on the benefits and value of our products and services.
Accurately updating customer accounts and maintaining detailed records across multiple systems.
Following company processes compliance requirements and quality standards.
Achieving customer service quality productivity and retention targets.
Working collaboratively with your Team Leader and colleagues to deliver exceptional customer experiences.
Contributing to a positive supportive and high-performing team culture.

What Were Looking For
Were looking for individuals who are passionate about customer service enjoy helping people and can confidently build relationships while delivering positive outcomes.
Essential Requirements

Previous experience in a customer service contact centre sales or customer retention environment.
Excellent verbal and written communication skills.
Strong customer service and relationship-building abilities.
Effective negotiation and objection-handling skills.
Ability to remain calm and professional when handling challenging customer conversations.
Strong problem-solving and decision-making skills.
Good computer literacy with the ability to navigate multiple systems.
Ability to work in a fast-paced target-driven environment.
A positive attitude with a genuine passion for delivering exceptional customer service.

Advantageous

Previous experience in a customer retention or loyalty environment.
Experience working towards customer service quality and retention KPIs.
Experience using CRM or customer management systems.
Previous experience within a BPO or contact centre environment.

What Makes You Successful
Youll be someone who:

Is passionate about delivering exceptional customer experiences.
Builds trust and rapport with customers quickly.
Listens actively and communicates with confidence and empathy.
Takes ownership of customer enquiries and follows them through to resolution.
Remains resilient and composed during challenging conversations.
Enjoys solving problems and finding the best outcome for both the customer and the business.
Thrives in a fast-paced customer-focused environment.
Works collaboratively and contributes positively to the success of the team.
Takes pride in achieving performance targets while maintaining high-quality customer interactions.

Working Hours
This role operates on arotational shift basis (5 days on 2 days off).
Operating Hours:

Monday to Friday:09:30 20:30
Saturday:08:45 17:00
Sunday:10:00 17:00

Weekend and public holiday shifts form part of the roster.

Why Join ATM Group
At ATM Group we believe our people are our greatest asset. We offer a supportive inclusive environment where youll be empowered to grow your career while making a real difference to our customers.
We provide: