Customer Retention Agent

2 weeks ago


Norwich, Norfolk, United Kingdom Epos Now Full time

About Us:

About the role:

  • Take ownership of personal cancellation queue,
  • Effective management of all cancelled customers and outbound activity
  • Maintaining a high volume of outbound activity to build relationships with the customer base and understand our customers needs.
  • Develop meaningful customer relationships to support business growth
  • Deliver against KPIs in key areas; Activity and Productivity
  • Effectively utilise the CRM to optimise customer experience
  • Follow all relevant processes and procedures and proactively give feedback to improve those processes and or systems where identified
  • Proactively seeking NPS results from cancellations and addressing detractor issues through voice of the customer

The right person for this role will have:

  • Proven experience in a customer retention, success or sales role
  • Confident, outgoing and proactive
  • Has a desire to succeed and has a demonstrable track record of self development either in previous roles or personal life
  • Positive approach, flexible and comfortable in a fastpaced, customer focused environment
  • Experience in B2B customer service and support environment
  • Resilient, with the ability to effectively manage unhappy customers or complex issues
  • An excellent communicator/relationshipbuilder both internally with colleagues and externally with customers
  • Able to effectively and clearly communicate across all mediums
  • Wellorganised, attention to detail and have the ability to prioritise tasks quickly and effectively
  • Keen ability to identify customer requirements through health check and needs analysis conversations
  • Able to articulate technology based information to customers in an understandable and accessible manner
  • Proficient with both remote and facetoface customer support
  • Great team player works well with peers and senior managers to ensure delivery of the service and wider organisational priorities


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