Retentions Advisor
4 weeks ago
Job Title: Retentions Advisor
Location: Remote
Salary: £23k per year plus bonus
Job Type: Full-Time
Start Date: 30th September
The Role
As a Retentions Advisor, your primary responsibility will be to engage with existing customers, address their concerns, and work to retain their business. You will be the voice of the company, ensuring customers feel valued, appreciated, and satisfied with our services.
Key Responsibilities:
Customer Retention: Handle incoming and outgoing calls, emails, and other communications from customers looking to cancel or downgrade their services. Offer tailored solutions to retain their business.
Problem Solving: Understand the customer's concerns and work to resolve any issues or challenges they are facing, ensuring a positive experience.
Up-selling and Cross-selling: Identify opportunities to up-sell or cross-sell additional products and services based on the customer's needs.
Customer Service: Provide excellent customer service, ensuring all queries are handled promptly, efficiently, and professionally.
Data Management: Accurately record customer interactions and update CRM systems with the outcomes of retention activities.
Team Collaboration: Work closely with colleagues in the Retentions and Customer Service teams to share knowledge, best practices, and improve overall customer satisfaction.Skills & Experience Required
Previous Experience: Prior experience in customer service, sales, or retention roles, preferably within a similar industry.
Communication Skills: Excellent verbal and written communication skills, with the ability to build rapport and negotiate effectively with customers.
Problem-Solving Abilities: Strong problem-solving skills, with a customer-centric approach to resolving issues.
Resilience: Ability to remain calm under pressure and handle difficult conversations professionally.
Goal-Oriented: A strong desire to meet and exceed retention targets and KPIs.
IT Skills: Proficiency in using CRM systems, Microsoft Office Suite, and other customer management tools.How to Apply
If you are passionate about customer service and have the drive to help, get in touch
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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