[Hiring] Customer Retention & Cancellations Advisor @Babble Cloud

Role Description

We are seeking a highly organised and customer focused Customer Retentions Specialist to support our Micro customer base. In this fully remote role, you will be the first point of contact for customers who are considering cancelling part or all of their services. You will engage with customers to understand their needs and reason for cancellation and work to retain their business wherever possible.

You will manage a personal queue of cases, handle contract related queries, provide clear explanations of terms, and guide customers through either the retention process or a structured exit if cancellation is confirmed. This role requires exceptional communication skills, strong attention to detail, and the ability to work independently while navigating multiple systems. Professionalism, accuracy, and customer empathy are essential.

Key Responsibilities

• Act as the initial point of contact for customers wishing to cancel services.
• Assess whether a customer’s request is exploratory or a formal notice of cancellation and respond appropriately.
• Conduct confident, structured retention conversations to understand issues and explore suitable solutions.
• When retention is not achievable, manage a compliant and smooth exit process for the customer.
• Clearly explain contract terms, obligations, notice periods, and financial implications relating to cancellations or service migrations.
• Calculate and communicate termination fees for recurring services.
• Escalate complex, sensitive, or disputed cases to the Contracts Specialist Manager when required.
• Conduct outbound and inbound telephone conversations, followed by accurate written summaries.
• Manage your own case queue, ensuring timely responses and adherence to service standards.
• Handle general contract queries and provide clear and factual information.
• Maintain professional, supportive communication throughout all customer interactions.
• Work across multiple systems to validate, update, and maintain accurate customer and service information.
• Ensure compliance with data security, regulatory requirements, and internal process standards.
• Record all customer interactions using internal notes, email, and system records.
• Collaborate with internal teams to help resolve customer issues.

Qualifications

• Strong verbal and written communication skills.
• Ability to confidently navigate challenging or sensitive customer conversations.
• Understanding of contract terms and the ability to communicate them clearly.
• Excellent organisational skills and attention to detail.
• Ability to prioritise workloads and manage a remote role independently.
• Proficiency with Microsoft Office applications, including Teams, SharePoint, Word, and Excel.

Personal Attributes

• Customer centric mindset with a proactive approach to problem-solving.
• Resilient, composed, and professional in all customer interactions.
• Self-motivated and disciplined with strong time management skills.
• Adaptable to changing priorities and customer needs.
• Able to build and maintain strong working relationships through virtual communication.

Benefits

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits.
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service.
• 5% allowance based on basic salary that can be towards Medical Aid.
• UPS provided to assist with load shedding (2-4hrs power for a laptop).
• Babble issued laptop.
• Annual Company Celebrations.

Additional Information

Your location will be home based, and you will require a stable internet connection. It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively; working from a public space is not deemed an acceptable solution. As a home worker, we expect you to have a suitable work set up, desk and a chair in a quiet space.

The recruitment journey

The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.

Contract Details

• Yearly Salary: R180,000 pa
• Contract Type: Permanent
• Contracted Office: Cape Town Business Centre