Customer Retentions Specialist
Customer Retentions Specialist
Our client is a leading online media company, looking for an individual passionate about customer service to join their team in Stockton. You will be required to work Monday-Friday 9-5
You will speak to existing customers about the products they currently use, and by understanding their needs you'll persuade them to remain as customers. This is done through both inbound and outbound calling so you must be comfortable on the phone and will be dealing with clients who have proactively cancelled or failed payments
Role and Responsibilities
Handling cancellation requests, failed payments and complaints via inbound and outbound telephony, email and other general correspondence.
Monitoring and prioritising own workload
Using objection handling and negotiation skills you will resolve any issues surrounding a cancellation request and resolve these
To add long term value to our relationship with customers through highlighting features and benefits of the product to retain subscription
Logging all client contact to ensure accurate records of Client contacts are kept.
Follow finance procedures relating to failed payments.
Drive continual increase in retention rates by providing the highest possible standards and best outcome for the client.
Work with other Teams (Sales, Development, Finance, Products, Marketing and HR) to ensure Clients issues are resolved quickly and professionally
Dealing with all client requests whilst always adopting a polite and courteous manner
Requirements
Minimum of 12 months experience in a retention role
Telephone sales or call centre experience with an excellent telephone manner
Proven track record of achieving sales/retention targets
Accurate recording of results
Ability to identify trends and offer solutions
Ability to perform to stretched targets and key performance Indicators
Develop and maintain relationships with internal contacts and departments
Strong organisational skills
The ability to upsell products
Proficient in excel although not essential
Excellent written and verbal communications
For more details and to apply, please respond with a copy of your most up to date CV and contact details
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