Overview
Cancellations & Retentions Agent Jobs in Table View, Western Cape 7441 at Cbit CC
Role Overview
We are looking for a proactive and customer-focused Semi-Skilled Cancellations & Retentions Agent to join our team at a fast-paced company. This role involves managing service cancellation requests, identifying retention opportunities, and ensuring all account changes are processed accurately. The ideal candidate is an effective communicator with a strong administrative mindset, able to handle sensitive customer interactions while supporting cross-functional teams.
Key Responsibilities
Cancellations Management
Receive and process cancellation requests via phone, email, or online channels
Guide customers through the cancellation process professionally and empathetically
Process service terminations in internal systems and issue final confirmations
Review contractual terms, notice periods, and ensure accurate billing closure
Retention & Client Engagement
Engage with clients to understand cancellation reasons and offer tailored retention solutions
Identify at-risk accounts and escalate for proactive retention intervention
Liaise with different departments to resolve service issues influencing cancellations
Account Changes & Transfers
Assist clients with ownership transfers, relocations, and plan amendments
Verify service availability at new locations and coordinate continuation of service
Update internal CRM and provisioning tools with account status and history
Payment & Account Status
Handle cancellation requests related to non-payment or billing disputes
Generate reports on outstanding balances and payment history for internal tracking
Coordinate with collections or billing teams where required
Customer Communication
Respond to queries related to cancellations, account status, or migration requests
Maintain clear, timely communication throughout the cancellation or retention process
Log all interactions and outcomes in the ticketing/CRM system
Administrative Support & Team Collaboration
Support general administrative functions within the cancellations and customer care teams
Participate in retention strategy sessions, team meetings, and improvement initiatives
Assist with report generation, trend tracking, and customer feedback analysis
Minimum Requirements
Grade 12 / Matric Certificate
1–2 years of experience in an administrative, customer service, or support role
Proficient in Microsoft Office (Excel, Word, Outlook) and comfortable with CRM/ticketing systems
Strong communication skills – both written and verbal
Detail-oriented with a structured and process-driven work style
Able to handle sensitive conversations with professionalism and empathy
Job Type: Full-time
Work Location: In person
Application Deadline: 2025/06/06
Title: Cancellations & Retentions Agent
Company: Cbit CC
Location: Table View, Western Cape 7441
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