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Customer Loyalty Representative

2 months ago

Bristol, United Kingdom Bunch Full time

Are you a proactive individual looking to make a significant impact in a dynamic tech-enabled scale-up? If you excel at handling customer interactions and have a talent for resolving issues, then Bunch is looking for someone like you

The Role

The Loyalty team at Bunch has the responsibility of the key touchpoints of the customer lifecycle from Welcome Calls at onboarding, to offering new services to existing customers, helping customers ‘move house’, renewing agreements, as well as retention of customers that may be looking to cancel their services.

In this pivotal role, you will manage customer touchpoints with empathy and professionalism, handle set appointments, and conduct warm, welcoming onboarding calls for new customers, and being a source of knowledge and advocacy for our customers. Your efforts will be instrumental in retaining our loyal customer base, renewing contracts, and garnering positive Trustpilot reviews.

As a Loyalty Specialist, your excellent communication skills and ability to handle objections with ease will shine. You will be the go-to person for customers considering moving house or cancellation, ensuring their concerns are addressed promptly and effectively. Your persuasive prowess and keen attention to detail will drive customer satisfaction and loyalty, making a significant impact on our company's success.

This is a foundational role, perfect for those looking to start their career in customer service and eager to build a niche skill set in managing customer retention and renewals.

Responsibilities

  • Manage critical customer touchpoints.
  • Conduct informative and well toned welcome calls, ensuring they are satisfied with and well informed about our service.
  • Help design and track the customer renewals process, engaging in customers that have questions or fall out of the auto renew process.
  • Manage customers wishing to move house and services either mid or end of contract. Helping set them up services at the new property (and close down previous property services).
  • Manage Retention Process.
  • Handle customer cancellation inquiries and schedule retention appointments.
  • Proactively contact customers who are considering cancellation to resolve their issues and retain their business.
  • Handle objections and provide solutions to customer concerns to prevent cancellations.
  • Encourage satisfied customers to leave positive Trustpilot and Google reviews.
  • Collaborate with the retention and customer support teams to refine strategies and improve customer retention rates.

Who You Are

  • You have strong communication skills, both verbal and written.
  • You can deal with challenging scenarios with empathy and a problem solving attitude.
  • You are persuasive and adept at handling customer objections.
  • You have excellent problem-solving skills and a proactive approach to resolving issues.
  • You thrive in a role where you can influence positive outcomes and maintain customer satisfaction.
  • You enjoy working in a team environment, supporting your colleagues, and contributing to a culture of success and mutual respect.
  • You are motivated by retaining customers and ensuring their long-term satisfaction.

What You'll Get from Us:

  • Enjoy 25 days of holiday plus an extra day off for your birthday
  • Celebrate our collective success with quarterly social events that foster team unity.
  • Access the Vitality Health package to prioritise your well-being.
  • Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance of family, and we're committed to supporting you.
  • Enhanced sick pay with two weeks paid leave
  • Opportunity to develop and evolve.
  • Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey.
  • A stocked kitchen with breakfast cereals and pastries, a stash of snacks and the essentials for making a quick and easy sandwich.
  • Breakout block for 3 hours per month for learning a new skill, catching up on life admin or taking some 'me' time.
  • Dog-friendly office.

About Us:

We are an energetic, fun, and hard-working team led by our CEO Elliott who champions collaboration, innovation and high performance. With exciting growth on the horizon, we invite you to be an integral part of our journey.

If you are looking to leverage your communication and problem-solving skills in a role that is critical to our customer retention and satisfaction, we encourage you to apply and join our team at Bunch.