Customer Retention Specialist
4 weeks ago
CreatePay is a leading provider of payment solutions, dedicated to helping small to medium-sized UK businesses streamline their payment processes. We're seeking a Customer Loyalty Specialist to provide day-to-day support to our customers by creating a positive customer experience and resolving customer complaints as they arise, while adhering to strict FCA guidelines.
You will be a key part of our retention strategy, providing valuable insights and data to senior managers, while also helping to mitigate customer cancellations by delivering exceptional customer service.
We're looking for someone with:
- A customer-focused approach
- Experience with account/customer management
- Knowledge within payments (although not essential)
- Ability to work well in a team
- A 'can-do' attitude
- Excellent customer service skills
- Strong conflict resolution skills
- Ability to remain calm and professional in stressful situations
- Empathy and patience
- Strong organizational skills
Key Responsibilities
- Taking inbound and making outbound calls to customers with complaints
- Taking inbound and making outbound calls to customers who are looking to cancel
- Liaising with our partner companies and internal departments to resolve customer issues
- Building positive relationships with customers and internal members of staff
- Resolving complaints while adhering to FCA guidelines
- Providing clear and concise final resolution communications
- Maintaining clear and comprehensive notes within our CRM
- Providing reporting based on activity and trends
Benefits
We offer a range of benefits, including:
- 25 days' holiday plus bank holidays
- Regular incentives, including overseas trips
- Free CreatePay rewards access
- Free gym passes
- Free BUPA annual check-up
Requirements
- A successful track record of working in a sales team and the ability to demonstrate an ability to grow and develop
- Proven experience in a sales role, in a field sales and B2B sales capacity
- Relatable and positive experience of working in a fast-paced transforming organisation
- Strong organisational skills and the ability to work independently and manage your schedule
- Self-motivated, driven, and results-oriented with a track record of meeting or exceeding sales targets
- Excellent interpersonal and communication skills, both verbal and written
- Ability to build rapport and establish trust with potential clients
- Valid driver's license and willingness to travel within the designated territory
- Knowledge of payment solutions or financial products is a plus
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