Overview

Due to growth, our client is looking to recruit an experienced Retention Specialist for an immediate start.

The job in a nutshell:

You will be working with a team of retention agents, team leaders and managers actively retaining their current customer base and ensuring customer satisfaction. You will demonstrate resilience within a fast paced, target and retention driven environment. Multitasking and excellent communication skills, both verbal and written are essential. Experience with Customer Relationship Management (CRM) systems and high standards of customer service and problem solving are also a requirement for this position.

Main duties include:

  • Assisting in maintaining and preventing customer churn and ensuring the churn rate is kept at an all time low
  • Daily inbound and outbound retention calls to customers
  • Manage daily, weekly and monthly KPI’s to maintain performance and customer churn
  • Building working relationships with customers to exceed their expectations
  • Noticing and documenting customer trends by analysing customer feedback
  • Achieve and maintain service to a high standard: resolution and customer satisfaction
  • Reporting issues to other departments to investigate and prevent further issues re-occurring
  • Contribute positively to the team and department, working effectively within a strong, team-orientated environment
  • Logging and keeping records of customer queries
  • Deliver an exceptional customer experience and resolve queries first time

The ideal candidate will have the following:

  • 1-2yrs experience working within a call centre environment
  • Patience and attention to customer satisfaction
  • Ability to multi-task and prioritise
  • Excellent communication skills are essential
  • Proven track record of achieving targets
  • Experience using CRM systems
  • Excel Skills and good knowledge of MS Office
  • Excellent interpersonal and problem solving skills
  • Accuracy and attention to detail is essential in matching customer’s needs to the right solution

If this role is of interest to you, please apply with your updated CV for immediate consideration