Retentions Advisor

**Message Direct are seeking a dedicated Retentions Advisor to join our team and assist customers who wish to cancel or modify their subscriptions, memberships, or services. As a Cancellations Advisor, you will be responsible for empathetically engaging with customers, understanding their reasons for cancellation, and providing solutions to address their concerns and retain their business whenever possible. Your primary objective will be to mitigate cancellations by offering alternative options, resolving issues, and ensuring a positive customer experience throughout the cancellation process.**

**Responsibilities**:

- **Customer Engagement**: Serve as the primary point of contact for customers seeking to cancel or modify their subscriptions, or services. Initiate contact with customers who have submitted cancellation requests and engage in empathetic and understanding conversations to uncover the reasons behind their decision. Proactively contact customers reaching specific trigger points before they request to cancel their services to ensure their continued satisfaction with our services.
- **Issue Identification and Resolution**: Listen actively to customers' concerns and reasons for cancellation. Identify underlying issues or dissatisfaction with our services and work collaboratively with internal teams to address and resolve these issues in a timely and effective manner.
- **Retention Strategy Implementation**: Utilise retention strategies and techniques to mitigate cancellations and retain customers whenever possible. Present alternative solutions, discounts, or incentives to encourage customers to maintain their services. Customise retention offers based on the individual needs and preferences of each customer.
- **Product and Service Knowledge**: Develop a comprehensive understanding of our products, services, and pricing plans. Educate customers on the value proposition of our offerings and highlight features and benefits that align with their needs and preferences. Address any misconceptions or concerns about our products or services to alleviate customer hesitations.
- **Documentation and Reporting**: Maintain accurate records of cancellation requests, customer interactions, and retention efforts in our CRM system. Generate reports on cancellation trends, retention rates, and customer feedback to identify areas for improvement and inform strategic decision-making.

**Qualifications & Experience**:

- A clear understanding of contact centres and how they operate.
- A good understanding of a wide range of businesses and their needs Proven experience in client services, account management, retention, or cancellations management roles.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Strong problem-solving abilities and the capacity to handle sensitive situations with empathy and professionalism.
- Ability to work independently and collaboratively in a fast-paced environment.
- Familiarity with CRM software (Zoho experience an advantage) and proficiency in Microsoft Office Suite.
- Goal-oriented mindset with a focus on achieving retention targets and delivering exceptional customer experiences.

**Benefits**:

- **Competitive salary and performance-based bonuses.**
- **Opportunities for professional development and career advancement.**
- **A supportive and collaborative work environment.**

Pay: Up to £30,000.00 per year

**Benefits**:

- Company events
- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 1 year (required)

Work Location: In person