Customer Retention Executive - Recruitment Solutions (North West) Ltd : Job Details

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.

If you are interested in this role or have any questions, please apply directly. Alternatively, give us a call to be the first to apply!

Consultant: Danika Bruwer