Customer Retention Specialist
3 weeks ago
Customer Retention Specialist (£23 - £28,000 per year)
Remote working with office visits 1-2 times a month
Due to continued growth, our Client is structuring it's Membership team to dedicate team members to specific areas of the departments needs. As such, we are recruiting a Customer Retention Specialist to join our busy team. This role will report directly to the Membership Manager. We work with thousands of schools, and we are looking for a highly motivated and enthusiastic individual with a passion to succeed.
Responsibilities include (not an exhaustive list):
- To manage cancellation requests in an approachable but clear manner retaining customer memberships.
- Provide effective and timely communication with customers on queries, invoice issues and cancellation requests
- To provide innovative solutions to customer cancellations, understanding customer requirements in a consultative approach
- To approach cancelled customers and reintroduce updated solutions to them to bring them back into the customer base.
- Develop strategies and recommendations to retain customers before cancellation based on working with the membership manager, sales and membership account managers
- Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
- Document all customer interactions in the appropriate databases
- Enhance customer loyalty and upsell accordingly
- Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating customer needs
- To perform any additional administration tasks to support the membership manager and membership team
- Must demonstrate passion and enthusiasm for the company’s core values at all times
- Strong organizational and communication skills, team orientated philosophy, and problem solving skills.
- Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
- High levels of integrity and discretion
- Ability to communicate effectively with a variety of groups
- Highly motivated, organized individual who is able to work effectively with mínimal supervision
- Strong computer skills, specifically spreadsheets and data management
Sound judgment and flexibility in balancing competing priorities
Ability to commute/relocate: Work remotely
- Sheffield City Centre, South Yorkshire: Remote working anywhere in UK but must be available to come into the office 1-2 times a month if / when required
Yes
**Job Types**: Full-time, Permanent
**Salary**: £23,000.00-£28,000.00 per year
**Benefits**:
Work from home
Schedule:
Monday to Friday
**Education**:
Diploma of Higher Education (preferred)
**Experience**:
Customer Retention: 2 years (required)
customer service: 2 years (required)
**Job Types**: Full-time, Permanent
**Salary**: £23,000.00-£28,000.00 per year
**Benefits**:
- Company pension
- Work from home
Schedule:
- Monday to Friday
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