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Customer Retention Agent
2 weeks ago
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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