G4S
Customer Retention Officer – Entry Level
Company: G4S
Location: Midrand, Gauteng
Application Deadline: Open until filled
About the Company
G4S is a leading provider of cash and payment solutions. Our global services – from cash management to e‑payment technologies – help businesses reduce risk and increase efficiency.
About the Role
The Customer Retention Officer will be based in our Midrand office and reports directly to the Customer Retention Manager. This role is a self‑starter with a proven track record of maintaining policy, adopting best practices and exercising sound judgement to achieve organisational goals. This person will be results‑driven, living the values of G4S while working within a high‑performing business unit.
Key Responsibilities
Strategic Focus
- Keep the customer service plan updated and implemented.
- Ensure compliance with SATMETRIX and Risk 360 requirements.
- Maintain an up‑to‑date customer renewal strategy.
- Achieve a minimum 97 % customer retention rate.
- Identify renewal risks and capture expansion opportunities.
Commercial Excellence
- Lead quarterly targeted communication campaigns for all renewal customers.
- Design solutions that meet renewal and possible termination needs.
- Measure and capture the value generated from renewals and saved terminations.
- Implement the strategic renewals matrix by May 2022.
- Follow up on open, escalated and new tickets.
- Maintain proactive relationships with all channel partners and hold formal monthly meetings.
Technology Innovation
- Prioritise feature roadmaps and insights that reflect customer needs.
- Develop and maintain a renewal and termination playbook by July 2022.
- Communicate value‑added services and new innovations quarterly.
Operating Model
- Ensure proper resourcing of the customer service department.
- Analyse data on renewals and terminations to improve forecast accuracy.
- Set departmental targets and objectives.
- Define KPIs for response times and monitor them.
- Highlight key renewal and termination trends each month to Exco.
- Ensure the department is effectively administered.
Operational Excellence
- Participate in all health and safety forums established by the company.
Health and Safety
- Partake in the design, development and review of the departmental safety plans.
- Attend safety meetings, talks, and refresher programs.
- Report and discuss all safety incidents and follow up on assigned activities.
- Comply with workplace safety policies and procedures.
Ideal Candidate
Qualifications & Experience
- Grade 12 / Matric Equivalent.
- Relevant customer retention qualification.
- Minimum 2–3 years experience in customer retention.
- Experience in a similar industry is an advantage.
Skills & Attributes
- Computer literacy (Google Workspace & MS Office).
- Excellent written and verbal communication.
- Strong customer relation skills.
- Highly organised and detail‑oriented.
- Patience and resilience in challenging situations.
- Quick data analysis and interpretation.
- Understanding of the organisational environment and its objectives.
- Team‑player mindset and cooperation.
Package & Benefits
Remuneration and benefits will be commensurate with the role’s seniority, in line with G4S’s remuneration policy and practice. SA citizens will have a distinct advantage.
How to Apply
To apply for this role, please visit our careers page: