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Customer Relations / Retentions Executive

Customer Relations / Retentions Executive

Customer Relations / Retentions Executive

Closing: 31/12/2020

Position: Permanent

Purpose of role:
  • You will be a driven and determined Customer Relations Executive who will thrive on going the extra mile for our Customers in order to rebuild trust and loyalty
  • An expert in retention you will use your experience to save customers from leaving
  • A target driven individual with excellent communication skills who will strive for customer excellence and retention
Primary responsibilities:
  • Combination of outbound proactive calling and managing an inbound retention line
  • Dealing with termination requests and actively saving customers from leaving
  • Manage retention pipeline or historically retained Merchants
  • Contract and rate reviews including completion of documentation
  • 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
  • Deliver best in class service
  • Obtain and increase customer satisfaction scores
  • 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
  • Experience of working on a blended inbound and outbound dialer desirable
​Review Arrangements:
  • The details contained in this job description reflect the content of the job at the date it was prepared
  • However, it is inevitable that over time, the nature of the jobs may change
  • Existing duties may no longer be required and other duties may be gained without changing the general nature of the post or the level of responsibility entailed
  • Consequently, we will expect to revise the job description from time to time and will consult with the post holder at the appropriate time

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