211 Retention Specialist 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 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 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.

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 client retention, addressing billing inquiries and managing overdue accounts
• Provide administrative support to the sales team, including managing calendars and scheduling appointments
• Respond to customer inquiries, providing exceptional customer service and ensuring timely resolution of issues
• Collaborate with the sales team to ensure accurate and timely delivery of customer proposals and invoices
• Coordinate with cross-functional teams in marketing, finance, and operations to ensure smooth sales operations
• Maintain accurate and complete customer records in CRM systems and other databases
  
  
  

• 1+ years of experience in sales, customer service, or a similar role
• Excellent phone and email communication skills, with the ability to build strong relationships with customers and colleagues
• Strong organizational skills and attention to detail
• Experience with a CRM system is preferred
• Ability to multitask and prioritize competing demands in a fast-paced environment
• Positive attitude, self-starter, and team player
  
  
  

• 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 Hospitals and Health Care, Non-profit Organizations, and Government Administration

Referrals increase your chances of interviewing at ELVTR by 2x

Johannesburg, Gauteng, South Africa $600.00-$00.00 1 week ago

Cape Town, Western Cape, South Africa 600.00- 800.00 1 week ago

Johannesburg, Gauteng, South Africa 600.00- 800.00 1 month ago

Cape Town, Western Cape, South Africa 1,200.00- 1,500.00 4 days ago

Cape Town, Western Cape, South Africa 1,200.00- 1,500.00 1 week ago

Johannesburg, Gauteng, South Africa 11 hours ago

Soweto, Gauteng, South Africa 11 hours ago

Pretoria, Gauteng, South Africa 11 hours ago

Pretoria, Gauteng, South Africa 1 day ago

Cape Town, Western Cape, South Africa 11 hours ago

Johannesburg, Gauteng, South Africa 1 day ago

Pretoria, Gauteng, South Africa 2 weeks ago

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• Partner with leadership to build out the Finance & Customer Support department , including staffing, systems selection, and SOP development.
• Design scalable workflows for billing, retention, missed collections, and client escalation handling.
• Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction.
• Architect and manage end-to-end debit order processes , including collections, retries, reversals, and reporting.
• Liaise with debit order service providers and ensure technical and financial alignment.
• Administer insurance policy books with accurate reconciliation of premium payments vs. policy status.
• Oversee missed debit resolution and develop proactive collection strategies.
• Track and escalate premium-related issues to ensure policy integrity and compliance.

Customer Service & Retention

• Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations .
• Build and train a customer support team capable of managing inbound and outbound retention workflows.
• Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling.
• Ensure a seamless claims experience by coordinating with underwriters and policy administrators.

Compliance & Process Excellence

• Document all billing, retention, and support processes for internal use and audit compliance.
• Ensure strict POPIA compliance in all customer communications and data handling.
• Contribute to onboarding new insurance products / books, ensuring systems and service readiness.

Experience & Skills :

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems .
• Demonstrated experience in building or scaling a support or finance function .
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Strong analytical, process-mapping, and reconciliation skills.
• Excellent communication, leadership, and negotiation skills.

Bonus if you have :

• Insurance, claims, or financial services background.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

ð What We Offer

• Competitive market salary + performance incentives.
• High-growth environment with real ownership.
• Opportunity to build a department from scratch and make a tangible business impact.
• A mission-driven team culture focused on integrity, efficiency, and service.

• Partner with leadership to build out the Finance & Customer Support department , including staffing, systems selection, and SOP development.
• Design scalable workflows for billing, retention, missed collections, and client escalation handling.
• Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction.

• Architect and manage end-to-end debit order processes , including collections, retries, reversals, and reporting.
• Liaise with debit order service providers and ensure technical and financial alignment.
• Administer insurance policy books with accurate reconciliation of premium payments vs. policy status.
• Oversee missed debit resolution and develop proactive collection strategies.
• Track and escalate premium-related issues to ensure policy integrity and compliance.

• Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations .
• Build and train a customer support team capable of managing inbound and outbound retention workflows.
• Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling.
• Ensure a seamless claims experience by coordinating with underwriters and policy administrators.

• Document all billing, retention, and support processes for internal use and audit compliance.
• Ensure strict POPIA compliance in all customer communications and data handling.
• Contribute to onboarding new insurance products/books, ensuring systems and service readiness.

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems .
• Demonstrated experience in building or scaling a support or finance function .
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Strong analytical, process-mapping, and reconciliation skills.
• Excellent communication, leadership, and negotiation skills.

• Insurance, claims, or financial services background.
• Project management experience.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

• Competitive market salary + performance incentives.
• Flexible working model (remote/hybrid).
• High-growth environment with real ownership.
• Opportunity to build a department from scratch and make a tangible business impact.
• A mission-driven team culture focused on integrity, efficiency, and service.

Business Segment: Personal & Private Banking

To act as point of contact for customer first-call resolutions, across all personal products, and negotiate payment arrangements in such a manner as to retain, educate and rehabilitate customers.

Type of Qualification: Higher Certificate or Diploma

Credit Risk – PPB
Risk & Corporate Affairs
3-4 years
Inbound and Outbound contact centre experience – early, late and legal collections

• Adopting Practical Approaches
• Articulating Information
• Conveying Self-Confidence
• Exploring Possibilities
• Following Procedures
• Interpreting Data
• Making Decisions
• Producing Output
• Showing Composure
• Taking Action

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology and innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

Title and Summary

• Responsible for setting sales strategies related to customer accounts aligned with geography strategy and achieving sales goals that drive market share, volume, and revenue growth.
• Leads and manages existing customer relationships, identifying opportunities and customer needs.
• Partners with customers to deliver customized solutions and comprehensive consulting support.
• Responsible for pipeline management at the account level.

• Delivers against sales and net revenue targets.
• Designs strategies, messaging, and proposals for customers.
• Analyzes the customer’s business through profitability modeling, financial forecasting, and competitive analysis.
• Develops and implements sales plans including business development, marketing, and product management.
• Partners with the customer to establish, execute, and report progress against annual business plans.
• Leads projects and cross-functional initiatives.
• Negotiates and executes on the customer agreement process.
• Identifies and recommends products to enhance customers’ profitability.

• In-depth experience executing and managing sales strategies for complex or large accounts.
• Demonstrated expertise and success leveraging Mastercard's core products, rules, and services in customer accounts.
• Has taken a lead role in customer negotiations.

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Therefore, every person working for or on behalf of Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of accessed information;
• Report any suspected information security violations or breaches;
• Complete all periodic mandatory security training in accordance with Mastercard’s guidelines.