Experienced Retentions Call Centre Agent

Job Description Are you passionate about customer retention?
Do you have a proven track record of keeping customers loyal while working in a fast-paced, dynamic environment?
If you're 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 win-win 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.
Win-Back 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 VoIP-based services is highly advantageous.
Problem-Solving: Strong problem-solving 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 On-Site Parking Medical Insurance (Flexicare plan under Discovery) Free Access to our Employee Wellness Program (ICAS) Join a fast-paced, award-winning company where your skills in customer retention can make a real difference!
Requirements Retentions