Experienced Retentions Call Centre Agent
Experienced Retentions Call Centre Agent
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Salary Not Disclosed
1 Vacancy
Job Description
Are you passionate about customer retention Do you have a proven track record of keeping customers loyal while working in a fastpaced dynamic environment If youre an experienced Retentions Call Centre Agent with VoIP or telecom experience this is your chance to be part of a company that is disrupting the small business telecoms industry and has won over 20 industry awards in just 2 years.
Key Responsibilities:
- Customer Retention: Engage with customers who are considering canceling or switching services understand their concerns and provide tailored solutions to retain their business.
- Problem Resolution: Address customer complaints billing issues and technical concerns as the first point of contact aiming for First Call Resolution.
- Negotiation: Present offers discounts or promotions that align with customer needs while supporting company policies ensuring winwin retention outcomes.
- Product Knowledge: Stay informed on the latest company products services and promotions to deliver accurate information and solutions.
- Customer Communication: Maintain professional empathetic communication listening actively to customers and understanding their needs.
- Documentation: Accurately record customer interactions and resolutions in the CRM tool.
- WinBack Efforts: Proactively reach out to recently canceled customers offering tailored deals to regain their business.
Requirements
Skills & Experience Required:
- Proven Retentions Experience: You must have experience working in a retentions team ideally with UK clientele ensuring customer loyalty and satisfaction.
- VoIP/Telecom Background: Experience in VoIPbased services is highly advantageous.
- ProblemSolving: Strong problemsolving skills with innovative thinking to resolve customer disputes or complaints including handling Ombudsman cases (preferred).
- Excellent Communication: Exceptional written and verbal communication skills with a passion for delivering customer service.
- Drive for Results: A passion for resolving customer concerns ensuring First Call Resolution and striving for continuous improvement.
Benefits
- Discretionary Bonus Scheme
- Subsidized OnSite Parking
- Medical Insurance (Flexicare plan under Discovery)
- Free Access to our Employee Wellness Program (ICAS)
Retentions
Employment Type
Full Time
