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Customer Retention Specialist

2 months ago

Bristol, Bristol, United Kingdom Bunch Full time

Job Summary

We are seeking a highly skilled Customer Retention Specialist to join our team at Bunch. As a key member of our customer-facing team, you will be responsible for managing critical customer touchpoints, ensuring seamless onboarding experiences, and driving customer satisfaction and loyalty.

Key Responsibilities

  • Manage customer interactions with empathy and professionalism, handling set appointments and conducting warm onboarding calls for new customers.
  • Develop and implement strategies to retain customers, including proactive outreach and issue resolution.
  • Collaborate with the retention and customer support teams to refine strategies and improve customer retention rates.
  • Handle customer cancellation inquiries and schedule retention appointments.
  • Proactively contact customers who are considering cancellation to resolve their issues and retain their business.
  • Handle objections and provide solutions to customer concerns to prevent cancellations.
  • Encourage satisfied customers to leave positive reviews.

Requirements

  • Strong communication skills, both verbal and written.
  • Ability to deal with challenging scenarios with empathy and a problem-solving attitude.
  • Persuasive and adept at handling customer objections.
  • Excellent problem-solving skills and a proactive approach to resolving issues.
  • Thrives in a role where they can influence positive outcomes and maintain customer satisfaction.
  • Enjoy working in a team environment, supporting colleagues, and contributing to a culture of success and mutual respect.

What We Offer

  • 25 days of holiday plus an extra day off for your birthday.
  • Quarterly social events that foster team unity.
  • Access to the Vitality Health package to prioritize your well-being.
  • Enhanced Maternity, Adoption, and Paternity Pay.
  • Enhanced sick pay with two weeks paid leave.
  • Opportunity to develop and evolve.
  • Cycle to Work Scheme.
  • A stocked kitchen with breakfast cereals and pastries, a stash of snacks, and essentials for making a quick and easy sandwich.
  • Breakout block for 3 hours per month for learning a new skill, catching up on life admin, or taking some 'me' time.
  • Dog-friendly office.

About Us

We are an energetic, fun, and hard-working team led by our CEO Elliott, who champions collaboration, innovation, and high performance. With exciting growth on the horizon, we invite you to be an integral part of our journey.