Customer Retention Specialist

1 week ago


Glasgow, Glasgow City, United Kingdom Matthew Algie & Co Full time

About the Role:

An exciting opportunity has arisen for an experienced customer retention professional to join Matthew Algie & Co on a permanent full-time basis with fixed Monday - Friday shifts.

Key Responsibilities:

  • Utilize persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie, addressing any issues to prevent loss of business.
  • Identify opportunities to cross-sell existing products and services to customers to generate company revenue, and upsell products and services to existing clients to increase sales and improve the profit margin.
  • Collaborate with the sales team to refer accounts where the customer has a different set of needs and requirements.
  • Track reasons for cancellation and customer feedback for future product/service improvement.
  • Update our CRM (Customer Relationship Management) system after each interaction with the customer to help track customer history and provide information for future interactions.
  • Stay up-to-date with Matthew Algie products, services, and promotional offers to address customer inquiries effectively.
  • Considerable experience in a Customer Service environment.
  • Knowledge and understanding of order processing systems.
  • Knowledge of the company's products, services, and policies.
  • Ability to be flexible to meet the needs of the team and the customer.
  • Resilience – able to respond professionally and courteously to customer complaints while remaining composed.

Requirements:

  • Relevant previous experience in Customer Service, preferably in a sales environment.


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