Retentions Executive
1 month ago
Our client is a well-established Company within the Communcations Industry providing services to the private and public sector meeting the equipment needs of over 8,000 customers They are currently looking for a positive and hardworking Customer Retention Executive to join their team.
Benefits:
* A vibrant and collaborative workplace
* 25 days holiday per annum plus Bank Holidays.
* Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
* Pension scheme
* Life assurance – employer-funded cover of 4x basic salary.
* And many more benefits – including Electric Car leasing, free electric to any employee who has an electric vehicle, Cycle to Work, and Salary Sacrifice schemes.
Key Responsibilities:
* Proactively engage with customers approaching the end of their contracts or considering cancellation or upgrades.
* Take ownership of customer queries, listen attentively, ask insightful questions, and work diligently to resolve concerns and retain the customer.
* Collaborate closely with the Customer Services team and Account Managers to deliver the best possible outcomes for customers.
* Identify opportunities to enhance customer experience and recommend improvements to retention strategies.
* Utilize excellent communication skills to swiftly develop rapport and build strong relationships with customers.
* Monitor and report on retention metrics and contribute to the continuous improvement of our retention processes.
Key Skills & Experience:
* Previous experience in customer retention, sales, marketing, CRM management, or related fields.
* Proven track record of achieving targets and delivering exceptional customer service.
* Strong problem-solving skills and the ability to think creatively to resolve customer issues.
* Strong telephone manner with outstanding communication skills, both verbal and written.
* Ability to listen actively, empathize with customers, and build rapport quickly.
* Customer-focused mindset with a keen sense of urgency and a drive to achieve targets and results.
* Ability to work independently and as part of a team in a fast-paced, target-driven environment.
* Highly organized, self-motivated, and conscientious with a strong attention to detail
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