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Retention Consultant 2026– Inbound & Outbound | Tracker

Apply for the Retention Consultant job at Tracker in Randburg. Matric and call centre experience required. Apply before 21 August 2026.

Tracker is hiring a Retention Consultant – Inbound and Outbound in Randburg, Johannesburg. This is a permanent opportunity for an experienced customer service or contact centre professional with strong sales, retention and communication skills.

Closing Date: 21 August 2026
Location: Randburg, Johannesburg
Employment Type: Permanent
Industry: IT & Internet
Department: Retention
Salary: Market Related
Reference: track_001736
EE Position: Yes

About the Retention Consultant Job

The successful candidate will be responsible for handling customer cancellation requests and finding suitable solutions to retain customers. The role involves inbound and outbound customer interactions, objection handling, resolving queries and offering retention options that encourage customers to remain with Tracker.

Retention Consultant Responsibilities

Key duties include:

  • Handle incoming cancellation calls and emails within required service levels.
  • Convert cancellations into new contracts, changes of ownership, or other suitable solutions.
  • Resolve customer service queries and concerns according to company procedures.
  • Manage escalated customer matters within agreed deadlines.
  • Provide accurate information about Tracker products and services.
  • Update customer information across relevant internal systems.
  • Follow up on outstanding customer queries linked to retention requests.
  • Use call-rating systems effectively.
  • Apply product, customer history and retention knowledge to improve customer experiences.
  • Meet retention targets, deadlines and service-level requirements.
  • Manage daily workloads effectively and maintain productivity.
  • Work with sales teams and business consultants where required.

Retention Consultant Requirements

Applicants should meet the following requirements:

  • Grade 12 / Matric.
  • Previous contact centre experience in sales or customer retention is essential.
  • At least 3 years’ call centre or customer service experience.
  • At least 1 year of experience handling technical queries, customer retention and financial-related matters.
  • At least 1 year of Tracker-specific experience.
  • Strong knowledge of Tracker systems and processes.
  • Excellent product and systems knowledge.
  • Computer literacy, particularly Microsoft Excel.
  • Strong verbal and written communication skills.

Skills and Competencies

The ideal candidate should be:

  • Customer-focused and service-oriented.
  • Results-driven and deadline-driven.
  • Enthusiastic and passionate about customer service.
  • Analytical and logical.
  • Detail-oriented and methodical.
  • Able to work under pressure.
  • Able to work independently.
  • Skilled in handling customer objections and finding solutions.
  • An effective communicator.

Who Should Apply?

This Retention Consultant job is suitable for experienced call centre, customer service, sales and retention professionals who understand customer needs and can confidently handle cancellation requests.

If you have the required Tracker experience and can deliver excellent customer service while achieving retention targets, this could be a suitable opportunity for you.

How to Apply

Applications must be submitted before 21 August 2026 through the official Tracker recruitment platform.

Apply now for the Retention Consultant – Inbound and Outbound position in Randburg.

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