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Customer Retention Specialist

2 months ago

Bristol, Bristol, United Kingdom Bunch Full time
About the Role

We are seeking a highly skilled and motivated Customer Retention Specialist to join our team at Bunch. As a key member of our Loyalty team, you will play a critical role in ensuring our customers receive exceptional service and support, driving customer satisfaction and loyalty.

Key Responsibilities
  • Customer Touchpoints: Manage critical customer interactions, ensuring timely and effective resolution of issues.
  • Welcome Calls: Conduct informative and well-toned welcome calls, ensuring customers are satisfied with and well-informed about our service.
  • Renewals Process: Help design and track the customer renewals process, engaging with customers who have questions or fall out of the auto-renew process.
  • Customer Retention: Proactively contact customers who are considering cancellation to resolve their issues and retain their business.
  • Objection Handling: Handle customer objections and provide solutions to customer concerns to prevent cancellations.
  • Customer Feedback: Encourage satisfied customers to leave positive reviews and feedback.
  • Team Collaboration: Collaborate with the retention and customer support teams to refine strategies and improve customer retention rates.
Requirements
  • Strong Communication Skills: Excellent verbal and written communication skills, with the ability to deal with challenging scenarios with empathy and a problem-solving attitude.
  • Persuasive and Adaptable: Persuasive and adept at handling customer objections, with a proactive approach to resolving issues.
  • Team Player: Enjoy working in a team environment, supporting colleagues, and contributing to a culture of success and mutual respect.
  • Customer Focus: Motivated by retaining customers and ensuring their long-term satisfaction.
What We Offer
  • Competitive Benefits: Enjoy 25 days of holiday plus an extra day off for your birthday, access to the Vitality Health package, and enhanced maternity, adoption, and paternity pay.
  • Professional Development: Opportunity to develop and evolve in your career, with a stocked kitchen and breakout block for learning and self-care.
  • Culture and Community: Celebrate our collective success with quarterly social events, enjoy a dog-friendly office, and be part of a dynamic, fun, and hard-working team.