Customer Care Retentions Executive job in Northwich


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Job Ref: 6120

Job Type: PERM

Location: Northwich

Salary: £20,000 plus £8k bonus

Date Posted: 31st July, 2017

Category: Customer Services, Sales

Job Description

Our client is seeking a customer care retentions executive to join a busy friendly team. You will be a driven, determined and tenacious Customer Care Executive who will ensure that their Customers needs and issues are identified and resolved. You will thrive on going the extra mile for their Customers in order to rebuild trust and loyalty.

A target driven individual with excellent communication skills who will strive for customer excellence and retention.

Primary responsibilities:

  • Inbound Retention call handling
  • Outbound calls and task management for termination requests
  • Fault diagnostics and resolution
  • Assisting Merchants with general technical queries
  • Achieve quality measures
  • Exceed customer expectations by going the extra mile
  • Adhere to departmental Standard Operating Procedures
  • Escalate areas of concern relating to terminations and refunds
  • Deliver best in class service
  • Conduct Customer care calls
  • Manage retention pipeline or historically retained Merchants
  • Contract and rate reviews including completion of documentation
  • Obtain and increase customer satisfaction scores
  • Generate referrals from Merchants
  • Achieve key performance indicators including churn, retention and termination targets

Skills & Qualifications:

  • High level of verbal and written communication skills
  • PC Literacy with knowledge of MS Office Applications
  • Proven track record in Retention, Sales, Customer Services
  • Fluent in verbal and written English

Previous Experience:

  • Senior Sales/Retention Advisor experience required
  • Experience working within a Retention team would be advantageous
  • Background in a ‘Customer First ‘ environment
  • Experience of working on a blended inbound and outbound dialler desirable

Personal Attributes:

  • Self-motivated
  • Empathetic
  • Professional
  • Determined
  • Enthusiastic
  • Tenacious
  • Persuasive
  • Confident
  • Solution Oriented
  • Natural flair for objection handling

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