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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.
- Managing workload is essential to this role - therefore previous experience as a team leader would be desirable
