Our Client is a well-established leader in the communications industry with over 25 years expertise within 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.
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.
- Adaptability to react with agility to business changes and development opportunities.
- 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.
- High level of integrity, professionalism, and a positive attitude.
Benefits:
- A vibrant, collaborative workplace with a focus on delivering excellence to our customers.
- Annual leave - 25 paid holidays per annum (pro-rota in the first year) plus statutory Bank Holidays.
- Your birthday as an extra paid holiday when probationary period has passed.
- 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.
If you are interested in this role or have any questions, please apply directly. Alternatively, give us a call to be the first to apply!