Customer Retention Specialist

22 hours ago

Nelson, Lancashire, United Kingdom Daisy Communications Full time
About the Role

We are seeking a highly skilled and motivated Customer Retention Specialist to join our team at Daisy Communications. As a key member of our Customer Loyalty Team, you will play a vital role in ensuring the long-term success of our business by building strong relationships with our business partners and customers.

Key Responsibilities
  • Proactive Customer Engagement: Develop and implement strategies to proactively contact and manage inactive business partner bases, seeking to maintain revenues and grow the customers' product set.
  • Tariff Knowledge and Analysis: Grow your knowledge of business partner tariffs on mobile, PL+, DHV, Lines, and Broadband, and provide regular feedback to enhance the commercial picture.
  • Communication and Collaboration: Communicate with and update business partners and Business Development Managers on accounts to improve our ability to service and retain customers.
  • Network Development: Grow and enhance your network with business partners, Partner Business CS agents, and Business Development Managers.
  • Active and Non-Active Partner Management: Manage active and non-active partner lists, feeding back to business partner managers with observations.
  • System Knowledge and Utilization: Learn business partner systems such as In Touch and Navigation.
  • Call Activity and Resolution: Perform inbound and outbound call activity, establishing suitable resolutions for both customers and the business/partner in a timely manner.
  • Cross-Selling and Upselling: Identify opportunities to maximize growth and revenue through cross-selling opportunities, referring where appropriate to specialist sales teams.
  • Process Improvement: Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
  • Customer Loyalty and Retention: Increase customer loyalty and reduce churn by working in synergy with other departments.
  • Communication and Presentation: Develop strong communication and presentation skills, communicating in a clear and concise manner with detailed accuracy a priority.
  • Rapport Building and Customer Service: Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.
  • Key Performance Indicators: Deliver against key business objectives, business service level agreements, and individual key performance indicators.
  • Documentation and Record-Keeping: Ensure clear, concise, and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.
Requirements
  • Fast-Paced Environment: Ability to work within a fast-paced environment within the service industry.
  • Microsoft Packages: Competent with all Microsoft packages.
  • Data Analysis: Ability to understand, analyze, and interpret data.
  • Issue Ownership: Take ownership of issues and follow through to conclusion.
  • Questioning and Listening Skills: Sound questioning and listening skills, being able to pinpoint the exact issue in order to gain resolution.
  • Flexible Approach: Can-do attitude with a flexible approach to work.
  • Relationship Building: Ability to build and maintain good working relationships with both internal and external customers.
  • Logical Thought Process: Demonstrate a logical thought process, meeting customer demands and expectations.
  • Teamwork: Ability to work well as an individual and as part of a team.
  • Telephone Manner: Possess excellent, assertive, and controlled telephone manner.
  • Professionalism: A high level of professionalism.
  • Communication Skills: Excellent communication skills - both verbal and written.
  • Problem Analysis/Solving: Problem analysis/solving.
  • Attention to Detail: Attention to detail.

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