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Mobile Customer Loyalty Advisor
3 months ago
Job Description
As a Mobile Customer Loyalty Advisor, you will play an integral part in ensuring we minimise loss and identify ways of encouraging growth within the Daisy mobile customer retention activity process.
Performing inbound and outbound call activity. Renew and retain mobile customers Establish a suitable resolution for both the customer and the business in a timely manner. Identify opportunities to maximise growth and revenue through cross selling opportunities, referring where appropriate, to specialist sales teams. Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions. Increase customer loyalty and reduce churn working in synergy with other departments. Strong communications skills – communicating in a clear and concise manner with detailed accuracy a priority. You must be able to present and discuss account information in a clear and precise manner on a verbal and written platform, meeting customer demands and expectations. Establishing and building rapport with customers, providing accurate and timely information to instil customer’s confidence in our ability to deliver an exceptional level of service. To deliver against the key business objectives, business service level agreements and individual key performance indicators. Ensure clear, concise, and comprehensive notes are entered onto the systems after each customer contact, with relevant documents attached where necessary. Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet. Carry out any ‘ad hoc’ assignments as and when required. To be compliant with health and safety company policy and legislation.
Qualifications
Be able to demonstrate an ability to work within a fast-paced environment within the service industry. Competent with all Microsoft packages. Ability to understand, analyse and interpret data. Take ownership of issues and follow through to conclusion. Sound questioning and listening skills, being able to pinpoint the exact issue in order to gain resolution. Can do attitude with a flexible approach to work. To build and maintain good working relationships with both internal and external customers. Be able to demonstrate a logical thought process, meeting customer demands and expectations. Ability to work well as an individual and as part of a team. Possess excellent, assertive and controlled telephone manner. A high level of professionalism. Excellent communication skills - both verbal and written. Problem analysis/solving. Attention to detail.
Additional Information
What are the benefits of working at Daisy?
Our ethos is simple: the more you put in the more you get out.
We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023.
Here are some of the benefits that we offer…
25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days Holiday purchase scheme £500 referral scheme bonus Professional development to help you achieve your personal goals Eye care vouchers available and discounted Medicash membership Sim deals for you and your family/friends Access to discounts and savings at more than 1,200 retailers An additional day off on your birthday or if you're getting married#LI-Onsite
