Customer Retention Agent

3 weeks ago

London, United Kingdom WeFlex Ltd. Full time

**Customer Retention Agent**

**Salary**:£28,000 - £36,000 +OTE

**Job Type**: Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.

We are a close-knit team of just over 50 dedicated to de-carbonising the world, starting with the taxi industry. We are seeking a dedicated and customer-focused Customer Retention Agent. To join us in this exciting growth stage of our business and to help us continue to offer world-class customer experience.

Our customer retention team are absolutely key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

**Your Responsibilities**

Customer Courtesy Calls
- Conduct proactive courtesy calls shortly after their vehicle purchase to inquire about their experience.
- Address and record any concerns or issues raised by customers and provide solutions to ensure satisfaction.
- Conduct follow-up calls from NPS feedback and Trustpilot and Google reviews.

**Retaining Customers**
- Handle customer inquiries and requests for vehicle returns in a professional and empathetic manner.
- Work to understand the reasons behind customers returning their vehicle to create effective retention strategies.
- Develop and implement strategies to retain customers who express the intention to return their vehicles.
- Provide information on additional benefits, promotions, or features to persuade customers to keep their vehicles.

**Vehicle Replacement Rental Incentive Program**
- Identify customers whose vehicles are off the road and convince them to utilise subsidized car rentals for income generation during the repair period.
- Clearly communicate the benefits of using rental services and assist with the rental process.

**Issue Resolution**
- Act as a liaison between customers and the relevant departments to address root issues related to vehicle performance, repairs, or any other concerns.
- Ensure timely and effective resolution of customer problems.

**Customer Relationship Management**
- Maintain accurate and detailed records of customer interactions and transactions.
- Build strong relationships with customers to enhance loyalty and repeat business.If you are passionate about customer service and have a desire to contribute to the electric vehicle revolution, we would love to hear from you. Join us at WeFlex Ltd. and be part of our mission to make electric vehicles accessible to all.

**Data Collection and Analysis**
- Record and track data and trends
- Customer termination requests and reasons/root causes
- Customer retention efforts and reasons for success/failures to retain
- Customer reviews / NPS feedback (good and bad feedback trends)
- Use data collected to make suggestions to management for proactive customer experience activities

**Requirements**:

- A friendly personality
- At least 2 years customer service and collections experience
- Excellent organisation, communication (oral and written) and interpersonal skills
- Strong negotiation and influencing skills (including in relation to payment plans/settlements)
- Problem solving skills - the ability to work with customers to find mutually agreeable solutions
- Ability to work independently and in a team environment
- Proficient in using MS Office (including Excel) and CRM software
- Attention to detail and strong organizational skills
- Open to adapting and improving processes and ways of working

**Nice-to-have skills/knowledge**:

- Experience working using Hubspot, Fleetio (fleet management system), and/or Aryza Sentinel (Anchor)
- Knowledge of electric vehicles and the ride-hailing industry
- Experience in FCA regulated debt collection processes
- Proficiency in Arabic, Hindi or Bengali languages

**Benefits**

**_ Bonus: _**_Discretionary performance related bonus scheme in place (capped at 10% annual base salary)_
- following probation, paid quarterly._

**_ Pension: _**_Statutory pension scheme. _

**_Holiday: _**_20 days per year plus bank holidays._

  • Customer Service Agent

    2 days ago

    London, United Kingdom ConnectCo Limited Full time

    We are seeking a highly motivated and customer-focused Customer Care Agent to join our growing support team. In this role, you will play a critical role in providing exceptional customer service and support to our clients. Responding to customer inquiries via phone, email, and chat, and providing accurate and timely resolutions to customer issues. ...

  • Client Experience Agent

    2 days ago

    London, United Kingdom Agent Provocateur Full time

    Job Description Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence. We are currently...

  • Client Experience Agent

    3 days ago

    London, United Kingdom Agent Provocateur Full time

    Job DescriptionAgent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.We are currently...

  • Client Experience Agent

    3 days ago

    London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence. We are currently recruiting for a...

  • Client Experience Agent

    3 days ago

    London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.Please make sure you read the...

  • Client Experience Agent

    3 days ago

    Greater London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.We are currently recruiting for a...

  • Client Experience Agent

    3 days ago

    Greater London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence. We are currently recruiting for a...

  • Client Experience Agent

    3 days ago

    Greater London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.We are currently recruiting for a...

  • Client Experience Agent

    3 days ago

    Greater London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.We are currently recruiting for a...

  • Client Experience Agent

    2 days ago

    Greater London, United Kingdom Agent Provocateur Full time

    Agent Provocateur is an iconic British lingerie, nightwear, accessories and beauty brand founded in 1994 with retail stores across North America, Europe and UK. We empower strong, sensual and independently minded individuals who are looking to reward themselves with products that reinforce their innate sense of confidence.Check all associated application...

  • Customer Care Agent

    2 days ago

    London, United Kingdom ConnectCo Limited Full time

    We are seeking a highly motivated and customer-focused Customer Care Agent to join our growing support team. In this role, you will play a critical role in providing exceptional customer service and support to our clients. Responsibilities: Responding to customer inquiries via phone, email, and chat, and providing accurate and timely resolutions to...

  • Trainee Estate Agent

    17 hours ago

    Greater London, United Kingdom Dexters Estate Agent Group Full time

    Are you good with people, love building relationships and ambitious to grow your career? Do you want to earn fantastic money - if so **we are looking for you**!** You don't need to have property experience, just a bubbly personality, determination and passion to succeed and we can teach you to be the best! If this sounds like you, come and join our Sales...

  • Head of Retention

    4 weeks ago

    London, United Kingdom dmg::media Full time

    **Head of Retention** Location: dmg:media Headquarters - London Position: Permanent **Job Introduction** **Main Responsibilities** Retention Strategy Development: - Develop and implement comprehensive retention strategies to increase customer loyalty and reduce churn rates. - Collaborate with cross-functional teams to align retention efforts with...

  • Part Time Customer Care Consultant

    4 weeks ago

    London, United Kingdom Dexters Estate Agent Group Full time

    **Are you looking for a head start in your career?** **We are looking for an enthusiastic person to join our Pimlico Academy as a Customer Care Consultant to help handle incoming calls from all types of clients. They will be dealing with sales, lettings, property management, 3rd party referrals and much more. With flexible hours and competitive pay, this...

  • Customer Service Agent

    4 weeks ago

    London, United Kingdom Page Personnel Secretarial & Business Support Full time

    The role will be based in Central London and the company are looking for a Customer Service Agent to join their team that specialises in retail. This will involve being the first point of contact for customers. **Client Details** A global retail company in the heart of London looking for a Customer Service Agent to join their fast growing team with lots of...

  • Customer Support Agent

    1 month ago

    London, United Kingdom Australasian Recruitment Company Full time

    **Customer Support Agent** **Salary: £29,120 per annum** Do you enjoy providing exceptional customer service? Then this temporary role as a Customer Support Agent for the world’s largest car sharing marketplace could be for you! This is a 4 month fixed term contract to work within the Customer Support team and serve as the main point of contact for...

  • Customer Success Growth and Retention Lead

    4 weeks ago

    London, United Kingdom Intuit Full time

    Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find...

  • Customer Service Agent New

    1 month ago

    London, United Kingdom Clearline Recruitment Full time

    *** **Responsibilities** - Proactively retain policies via inbound cancellation calls where appropriate, in line with the company retention strategy - Consistently offer an opportunity for customers to provide feedback via service tick to ensure the business continually improves the service we provide - Deliver excellent customer service for our clients and...

  • Sales Assistant

    2 days ago

    London, United Kingdom Agent Provocateur Full time

    Job Description Founded in 1994 deep in London Soho’s underbelly, Agent Provocateur carved out a notorious anti-establishment narrative inspired by its punk roots and became renowned for not being afraid to shake things up. Today, Agent Provocateur is an iconic global brand, known for our provocative attitude, exceptional design, exquisite fabrics and...

  • Sales Assistant

    2 days ago

    London, United Kingdom Agent Provocateur Full time

    Job Description Founded in 1994 deep in London Soho’s underbelly, Agent Provocateur carved out a notorious anti-establishment narrative inspired by its punk roots and became renowned for not being afraid to shake things up. Today, Agent Provocateur is an iconic global brand, known for our provocative attitude, exceptional design, exquisite fabrics and...