465 Customer Retention jobs in South Africa

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Position Overview:

ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operation Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team.

Position Overview:

ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operation Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team.

This is a full-time remote position, open to candidates located in South Africa. Please note that this role requires working hours aligned with U.S. time zones.

This job is for you if you are:

• Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively
• A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention
• Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records
• A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues
• Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools
  
  

• Handle refunds and transfer requests on a day-to-day basis, providing an excellent experience to customers and retaining a high percentage of saved students
• Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty
• Handle chargeback cases promptly, providing necessary documentation and resolutions
• Actively work in the CRM to keep track of cases and maintain the Refunds Report and Monthly KPI report to improve refund-related processes
• Regularly review and address missing tickets to ensure no unresolved customer inquiries
• Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies
• Handle customer complaints effectively, ensuring swift resolutions and capturing insights to prevent recurrence
• Manage the Welcome Back Credits process for re-engaging former customers
• Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency
• Improve internal processes and offer solutions
  
  
  

• A minimum of 1 year of experience in sales, customer service, or a related role — with a focus on U.S.-based customers — is a must
• Excellent phone and email communication skills, with the ability to build strong relationships with customers and colleagues
• Strong organizational skills and keen attention to detail
• Experience with a CRM system is preferred
• Ability to multitask and prioritize competing demands in a fast-paced environment
• Proactive problem-solver with a customer-focused mindset
• Strong analytical and decision-making skills to assess patterns and propose actionable solutions
• High level of adaptability and willingness to take on diverse responsibilities
  
  
  

• Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary and performance-based bonuses
• Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team
• Remote Work. The freedom to work remotely, crafting a work-life balance that fits your personal needs
• Collaborative Work Environment: Join a team of passionate, like-minded individuals. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together
  
  

• Innovative and Positive Culture: Join a team of passionate individuals driven by a common vision
• Growth Opportunities: At ELVTR, we believe in nurturing talent and providing abundant opportunities for professional development. In fact, 100% of our senior managers have been promoted to executive roles within the company
• A Mission You Can Be Proud of: Be part of a brand that stands for quality, innovation, and inspiring education. Be part of a company that's changing the face of online education, connecting students with top-tier executives
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries IT Services and IT Consulting

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Cape Town, Western Cape, South Africa 800.00- 1,300.00 3 weeks ago

Johannesburg, Gauteng, South Africa 800.00- 1,300.00 1 month ago

Johannesburg, Gauteng, South Africa 600.00- 800.00 5 days ago

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Product Knowledge
Understand each customer-facing Drivex service (e.g., eHailing, Grocery, Courier) and its user flows, app functionality, and operational dependencies.

Research
Gather data on user experience challenges, service gaps, and satisfaction patterns through CRM tools and user interviews.

Deliverables
Create satisfaction reports, support scripts, knowledge base content, and customer journey maps. Assist with loyalty programme content.

Communication
Act as a voice of the customer internally. Translate complex support cases into actionable product or operational changes.

Demonstrable record of improving customer experiences in tech/SaaS environments

3+ years in customer success, support, or digital service delivery

Ability to write clear, user-friendly communication and process guides

Degree or Diploma in Communications, Business, or IT

Multilingual ability is a strong advantage

Incentives tied to user satisfaction and retention metrics

Full CRM and digital communication training

Quarterly wellness and connectivity allowance

Attendance at Drivex community events and client activations

Mentorship and potential leadership development pathways

Contribution to innovation task forces and pilot groups

Product Knowledge
Understand each customer-facing Drivex service (e.g., eHailing, Grocery, Courier) and its user flows, app functionality, and operational dependencies.

Research
Gather data on user experience challenges, service gaps, and satisfaction patterns through CRM tools and user interviews.

Deliverables
Create satisfaction reports, support scripts, knowledge base content, and customer journey maps. Assist with loyalty programme content.

Communication
Act as a voice of the customer internally. Translate complex support cases into actionable product or operational changes.

Demonstrable record of improving customer experiences in tech/SaaS environments

3+ years in customer success, support, or digital service delivery

Ability to write clear, user-friendly communication and process guides

Degree or Diploma in Communications, Business, or IT

Multilingual ability is a strong advantage

Incentives tied to user satisfaction and retention metrics

Full CRM and digital communication training

Quarterly wellness and connectivity allowance

Attendance at Drivex community events and client activations

Mentorship and potential leadership development pathways

Contribution to innovation task forces and pilot groups

SaaS Account Manager

Location: Remote

Hours: 3pm-11pm/4pm-12am SAST Monday - Friday

About the Role:
We're looking for a proactive and relationship-driven SaaS Account Manager to join our team. In this role, you'll be responsible for managing and growing relationships with our business clients, ensuring they receive maximum value from our platform, and helping drive customer retention and expansion.

Responsibilities:

• Serve as the primary point of contact

• Build strong, trusted relationships and ensure client satisfaction

• Drive adoption and usage of our SaaS product through regular check-ins and strategic guidance

• Identify upsell and cross-sell opportunities to grow accounts

• Collaborate with product, support, and sales teams to resolve client issues and improve the customer experience

• Monitor account health and usage data to proactively address risks and opportunities

• Manage renewals and reduce churn

Requirements:

• 2+ years of experience in account management, customer success

• Strong communication and relationship-building skills

• Ability to understand and explain technical concepts in a simple way

• Highly organized and able to manage multiple clients and priorities

• Experience with CRM tools (e.g., HubSpot, Salesforce) is a plus

Job Description : Client Relations Manager REPORTS TO : Head of Operations OCCUPATIONAL LEVEL : Middle Management FUNCTIONAL AREA : SDC Skills Sales COMPANY : The Skills Development Corporation (Pty) Ltd LOCATION : 24 Achter Road, Paulshof, Sandton, Key Role Purpose

• Leads and manages a sales team to achieve company revenue targets by developing and implementing sales strategies, managing the sales pipeline, recruiting and training sales representatives, and motivating the team to generate leads and build client relationships.
• Understanding client needs, communicating effectively, and acting as a liaison between clients and internal teams.
• Retain existing clients and drive new business growth.

Key Outcomes

• Leadership and Team Management
• Sales strategy and planning
• Sales performance and reporting
• Client Relations and Business Development
• Meeting and Project Management
• Training & Development
• General Duties Role Requirement Essence of the role / Key Accountabilities Key Activities Leadership and Team Management Overseeing the daily operations of the sales team, including managing the sales pipeline, coaching and mentoring sales representatives, and addressing performance issues Identifying, interviewing, and hiring new sales team members who meet the company's requirements Providing ongoing training and development opportunities for sales representatives to enhance their skills and knowledge Sales strategy and planning Identifying and developing effective sales strategies, tactics, and processes to drive sales and achieve revenue goals Establishing realistic and achievable sales goals and quotas for individual sales representatives and the overall team Tracking and managing the sales pipeline to identify opportunities, forecast sales, and prioritize leads Creating and implementing comprehensive sales plans that align with the company's overall business strategy Sales performance and reporting Regularly tracking and analysing sales performance data, identifying areas for improvement, and adjusting sales strategies as needed Generating reports on sales activity, analysing performance metrics, and providing regular forecasts of future sales Developing and managing the sales budget, ensuring that resources are allocated effectively to support sales efforts Client Relations and Business Development Developing and maintaining strong relationships with key clients, understanding their needs, and ensuring their satisfaction Developing and implementing strategies to generate new leads and opportunities Collaborating with marketing, product development, and other departments to ensure alignment and support for sales efforts Managing communications between key clients and internal teams Coordinate with company operations so that the client's expectations are met Develop initiatives to increase client satisfaction and retention Negotiating contracts with clients and establishing timeline of performance Meeting and Project Management Coordinate diaries of the sales team and self Conclude meeting / s with new, potential and existing clients Understand the needs and requirements of all new and potential clients Presentation of current offer / s to all new and potential clients Agree on proposal terms : Number of learners Demographics Onsite or offsite solution Qualification Payment terms Start date Appointments for all renewals must be set on the basis listed below : For all SDC clients, irrespective of where the client is based, one client visit needs to be done per year, over and above the renewal meeting as stated above All client renewal visits must be set within a minimum period of 60 Days before the completion of the clients' current program All renewal documentation must be completed no later than one month before the completion of the clients' current program Act as the key interface between the client and all relevant departments Manage a client's project / s from beginning to end Maintain and update client contact records Meeting all client needs and deliverables according to proposed timelines Client Proposal Complete a skills analysis for new / potential clients Draft and populate proposal as per the proposed terms discussed in the meeting Forward prepared proposal through to client with additional information required Follow up on the proposal after two days, if the client has accepted or not If the proposal is accepted, receive the signed proposal from the client, with the supporting documents : Tax Clearance Company Registration Documents Fixed Term Contract / s Letter of Delegation (if applicable) Distribution of induction email to the various departments (Sourcing, Projects, Operations, Admin, Facilitation, Finance and SETA Liaison) The induction email content forwarded to all HOD's, include : The signed proposal and supporting documents Demographics Qualification Contract dates Fixed Term Contract template Invoice terms Hosting of learner Payroll due date Workplace Health Plan (WHP) Training & Development
• Keep up to date with legislative requirements on the B-BBEE Act, Skills Development Act, Skills Development Levies Act, The Income Tax Act, and any other Act as required for the completion of this Role
• Continuously train and develop all the sales team and associates of the company
• Host a Skills Development Workshop annually General Duties
• Complete all tender applications for and behalf of the company
• Ensure all Service Level Agreements are completed, signed and stored
• Represent the organisation at sales and marketing conventions, trade exhibitions and other forums
• Complete monthly payment schedules for finance department
• Complete Supplier & Enterprise Development Contracts and reconciliations for loans
• Complete Sales team commission recons monthly
• Assist clients with information required for their B-BBEE Audit
• Bi-weekly meetings with all HOD's Job Specific Requirements Competencies (Knowledge, skills and attributes) Competency / Performance Drivers Technical / Professional Expertise Able to multi-task, prioritize and manage time efficiently Goal-orientated, organised team player Encouraging to team / staff, able to mentor and lead Excellent verbal and written communication skills Have excellent people skills and intuitive to client's business needs Highly self-motivated and self-directed Delivering Results and Meeting Client Expectations Knowledge and understanding of various legislation Problem solving skills Ability to function independently and under pressure and commit to deadlines Computer Literacy, with emphasis on Excel skills Strong negotiation skills, with ability follow through on client contracts Proven results of delivering client solutions and meeting sales goals Knowledge and understanding of The BBBEE Act, The Skills Development & Skills Development Levies Act, The Income Tax Act, The New Minimum Wage Act, The Employment Equity Act, The Codes of Good Practice on People with Disabilities Acquire a thorough knowledge and understanding of key client needs and requirements Qualifications Minimum
• National Diploma in Sales and Marketing
• Business Administration
• Client Relationship Management
• Communications Ideal BCom Degree in business commerce, such as Sales and Marketing or Finance MDP B-BBEE Experience Minimum 3 / 4 years relevant managerial experience, with at least 3 years at middle management level Proven track record of sales successes Proven track record of meeting targets and generating new business Ideal
• A minimum of 5 years' experience, at senior management level with full competence as a Client Relations Manager / Sales Manager Remuneration
• Basic Salary – R35 ,00 to R50 ,00 (negotiable dependant on experience)
• Commission earned - paid monthly with salary package, dependant on monthly targets achieved
• Provident fund, disability & risk benefit after 6 months permanent employment – fully company funded Disclaimer The above job profile is intended to describe in general the nature and level of work performed by employees of the company assigned to this job role.

It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications.

The Skills Development Corporation reserves the right to amend and change responsibilities to meet the needs of the business as necessary.

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

Purpose

The Client Relations Consultant manages the relationships with our clients, building long sustainable business relationships. Focusing on growth through opportunities and key relationship management outcomes. Ensuring retention of business and enhanced loyalty to our brand. Working closely with the sales and operational teams to manage relationships with clients and continuously improve and adapt.

• Building and maintaining relationships with clients and key personnel within key account companies
• Conducting reviews and needs based research to ensure clients are satisfied with products and services
• Identify and implement up-sell and cross selling opportunities
• Creating awareness of product offerings and ensuring knowledge is transferred to all levels of audiences
• Escalating and resolving areas of concern as raised by clients , through accurate root cause analysis and ensuring continuous improvement is driven
• Manage a portfolio of clients in accordance to the agreed Service Level Agreement
• Develop and enhance retention and growth strategies
• Develop, maintain and improve consistent client communication and engagements
• Track, measure and evaluate the effectiveness of CRM processes within each client
• Review, analyse reports and submit recommendations for new opportunities and align to the purpose of the business offerings.
• Work with our clients in accordance with the SLA and ensure that all planned services are delivered and administrated in terms of requirements
• Manage and strengthen the relationship with all clients in the portfolio
• Ensure that all events are planned and implemented effectively. Ensuring to measure success and improvements
• Ensure that all events are monitored in accordance with the allocated budget
• Document all meetings and ensure clients receive feedback within agreed upon turn-around times
• Develop pro-active initiatives that improve the client's business and efficiencies within Kaelo

Qualifications

PERSON DETAILS : WORK EXPERIENCE

REQUIRED

• Health care industry experience
• Facilitation and presentation experience
• Service and sales experience
• Event and knowledge management

PREFERRED

Education and or training background

REQUIRED

• Grade 12 matric

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Report writing skills
• Process skills
• PowerPoint and presentation skills

Accountability

Action orientated

Communication

Business writing and presentation skills

Creative thinking

Strong relationship skills

Growth and development mind-set

Planning and organisation

Resilient and adaptive

Systems thinking and connecting ability

Professional and brand conscious

Should you progress in the interview process, we may request special person information* from you. We strive to only gather this information during the offer stage and use encryption based software to protect this information.

Sable International offers innovative professional services to international citizens.

We create tailor-made solutions to meet the accounting, wealth, financial, currency, and nationality needs of our clients.

We pride ourselves on providing solutions that suit our client's unique individual circumstances; our employees are key in achieving this goal.The staff in our Abuja, Cape Town, Durban, Harare, Johannesburg, Kampala, London, Lagos, Lusaka, Melbourne, and Monte Estoril offices are passionate about their areas of expertise and take pride in helping our clients achieve their goals.

As a result, we have an energised and fun company culture, something that sets us apart from other professional services firms.Are you energetic, ambitious, and looking to develop your career?

Our Cape Town Forex department is looking to add a Client Relations Consultant to their team.

We offer a dynamic and challenging environment where we achieve our business objectives and have fun doing it.You're perfect for this position if you : Have previous experience dealing with customers.Have excellent Customer Service Skills (a people person who enjoys interacting with clients and going the extra mile).Have an excellent command of the English language and the ability to engage professionally with international clients.Are able to demonstrate creativity, pro-activity, and problem-solving ability.Are structured & organised with good time management skills.Are computer literate, particularly in MS Excel, Word, and Outlook.Extra point if you have : Previous experience in a customer service / relations role.Worked with an international database of clients.Your role and responsibilities : Among other tasks, your main responsibilities will include : Manage client enquiries online and telephonically.Assist a team of brokers with their daily functions.Lead generation and client retention through delivering a great customer service.

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• Building and maintaining relationships with clients/customers
• Conducting business reviews to ensure clients are satisfied with their products and services
• Alerting the sales team to opportunities for further sales within key clients
• Informing customers of new product offerings
• Attending meetings with clients to build relationships with existing accounts
• Achieving client relationship targets and KPI’s as set by the Head of Sales
• Working closely with Sales Managers and Sales Representatives
• Escalating and resolving areas of concern as raised by clients
• Carrying out client satisfaction surveys and reviews
• Passing leads to the sales team and following up on progress
• Liaising with internal departments to ensure client needs are fulfilled effectively
• Adhere to weekly appointment targets and sales GP targets
  
  

• Minimum Grade 12
• 2-3 years sales experience
• Strong interpersonal skills and an ability to build rapport with customers
• Previous experience working as a client relations liaison or a track record of managing client relationships
• Hardworking with a strong work ethic
• Target-driven and competitive
• Must have your own vehicle

• Overseeing the daily operations of the sales team, including managing the sales pipeline, coaching, and mentoring sales representatives, and addressing performance issues
• Identifying, interviewing, and hiring new sales team members who meet the company's requirements
• Providing ongoing training and development opportunities for sales representatives to enhance their skills and knowledge

• Identifying and developing effective sales strategies, tactics, and processes to drive sales and achieve revenue goals
• Establishing realistic and achievable sales goals and quotas for individual sales representatives and the overall team
• Tracking and managing the sales pipeline to identify opportunities, forecast sales, and prioritize leads
• Creating and implementing comprehensive sales plans that align with the company's overall business strategy 

• Regularly tracking and analysing sales performance data, identifying areas for improvement, and adjusting sales strategies as needed
• Generating reports on sales activity, analysing performance metrics, and providing regular forecasts of future sales
• Developing and managing the sales budget, ensuring that resources are allocated effectively to support sales efforts

• Developing and maintaining strong relationships with key clients, understanding their needs, and ensuring their satisfaction
• Developing and implementing strategies to generate new leads and opportunities
• Collaborating with marketing, product development, and other departments to ensure alignment and support for sales efforts
• Managing communications between key clients and internal teams
• Coordinate with company operations so that the client’s expectations are met
• Develop initiatives to increase client satisfaction and retention
• Negotiating contracts with clients and establishing a timeline for performance

• Coordinate the diaries of the sales team and self
• Conclude meeting/s with new, potential, and existing clients
• Understand the needs and requirements of all new and potential clients
• Presentation of current offer/s to all new and potential clients
• Agree on proposal terms:
• Number of learners
• Demographics
• On-site or off-site solution
• Qualification
• Payment terms
• Start date
• Appointments for all renewals must be set on the basis listed below:
• For all clients, irrespective of where the client is based, one client visit needs to be done per year, over and above the renewal meeting as stated above
• All client renewal visits must be set within a minimum period of 60 Days before the completion of the clients†current program
• All renewal documentation must be completed no later than one (1) month before the completion of the clients†current program
• Act as the key interface between the client and all relevant departments
• Manage a client†project/s from beginning to end
• Maintain and update client contact records
• Meeting all client needs and deliverables according to proposed timelines

• Complete a skills analysis for new/potential clients
• Draft and populate the proposal as per the proposed terms discussed in the meeting
• Forward a prepared proposal to the client with additional information required
• Follow up on the proposal after two (2) days, to see if the client has accepted or not
• If the proposal is accepted, receive the signed proposal from the client, with the supporting documents:
• Tax Clearance
• Company Registration Documents
• Fixed Term Contract/s
• Letter of Delegation (if applicable)
• Distribution of induction email to the various departments (Sourcing, Projects, Operations, Admin, Facilitation, Finance and SETA Liaison)
• The induction email content forwarded to all HOD’ include:
• The signed proposal and supporting documents
• Demographics
• Qualification
• Contract dates
• Fixed Term Contract template
• Invoice terms
• Hosting of learner
• Payroll due date
• Workplace Health Plan (WHP)

• Complete all tender applications for and behalf of the company
• Ensure all Service Level Agreements are completed, signed and stored
• Represent the organisation at sales and marketing conventions, trade exhibitions and other forums
• Complete monthly payment schedules for finance department
• Complete Supplier & Enterprise Development Contracts and reconciliations for loans
• Complete Sales team commission recons monthly
• Assist clients with information required for their B-BBEE Audit
• Bi-weekly meetings with all HOD’s / >