Retention Advisor - Payroll

The Renewals Advisor plays a pivotal role in protecting revenue, strengthening customer loyalty, and delivering exceptional service experiences. This role requires a proactive, customer-centric professional who thrives on collaboration across multiple business units to drive efficiency and results.

Success in this position is defined by the ability to consistently meet and exceed operational and revenue targets, as outlined in key performance indicators (KPIs), while ensuring every customer interaction reflects professionalism and value.



Location - 3 days per week out of our Johannesburg office.
• Deliver clear, accurate, and professional communication across all customer interactions (telephonic and written), ensuring all engagements are appropriately recorded on internal systems.

• Effectively manage customer queries, incidents, and escalations within defined KPI timelines, ensuring swift and satisfactory resolution.

• Oversee the daily processing of invoices and payments with a high degree of accuracy and attention to detail.

• Drive retention performance by achieving a minimum of 100% of target, with at least 80% secured ahead of invoice due dates.

• Accurately capture and maintain all cancellation categories in line with departmental policies and reporting standards.

• Ensure full compliance with internal administrative processes, including the correct handling of downgrade requests, re-invoicing, and contract acceptance.

• Support annual channel renewal initiatives and contribute to achieving targeted retention outcomes.

• Act as a trusted advisor to customers by communicating product updates, identifying opportunities, and referring potential leads to the relevant teams.

• Promote and guide customers toward subscription-based software solutions to enhance long-term value and engagement.



Must Have:

• Demonstrated ability to build and maintain strong, professional relationships with both internal and external stakeholders.

• High level of ownership, accountability, and urgency in achieving and exceeding retention targets.

• Excellent verbal and written communication skills, with a strong customer focus.

• Proven ability to perform under pressure while maintaining a solution-driven approach.

• Strong analytical capability to interpret customer data, identify trends, and inform decision-making.

• Minimum of 3+ years’ experience in customer retention, account management, or customer success roles.

• Proficiency in CRM and contract management systems.

• Adaptability and resilience in a fast-paced, dynamic work environment.

• Strong interpersonal skills, including empathy, patience, and professionalism when handling customer concerns.

• Continuous learning mindset with a commitment to staying current on product knowledge and industry trends.



Company Benefits:

Work away scheme for up to 10 weeks a year

Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.

Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.

Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.

Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.

Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.

Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,400 pm.

Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.

15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.

Paid 5 days yearly to volunteer through our Sage Foundation.

Employee Assistance Program: free, 24/7 short-term counseling, practical support and coaching for you and your family.

Flexible work patterns and hybrid working 



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