Retentions Advisor - TRADE

Victorian Plumbing; Skelmersdale; On-site; GBP 25,000 - 35,000

Job description

Stop the Churn and Earn! Become Our Customer Retention Rockstar!

Are you a customer champion with the gift of the gab? Do you thrive on turning frowns upside down and keeping customers happy? If you're ready to retain your cool under pressure and win back hearts, we want you on our team! We're searching for a dynamic Customer Retention Specialist to join our lively team and keep our valued customers singing our praises!

Your Main Mission: Be the Customer's Loyalty Lifeline!

Your mission, should you choose to accept it, is to be the superhero who swoops in and saves the day! You'll be the voice of reason, the problem-solver extraordinaire, and the master negotiator, all rolled into one. You'll engage with customers who are thinking of saying goodbye, understand their woes, and offer them irresistible reasons to stay. You'll be the bridge between customer dissatisfaction and customer delight!

We're looking for someone who can:

• Rescue customers from the brink of cancellation with charm and finesse.
• Uncover the root causes of their dissatisfaction and find the perfect solutions.
• Negotiate retention packages that make customers say, "Yes, please!"
• Resolve complaints with speed and professionalism, turning those negative reviews into glowing testimonials.
• Document every interaction with precision, keeping our records shipshape.
• Analyse customer churn trends and help us create strategies to keep customers coming back for more.
• Collaborate with our team to deliver a seamless customer experience.
• Hit those retention targets like a seasoned pro.
• Stay ahead of the game with up-to-date product and service knowledge.
• Shower customers with empathy and top-notch service.
• Adhere to all company policies and data protection regulations.

Your Role Duties: Get Ready to Make Retention Magic!

• Proactively contact customers who are considering leaving.
• Conduct thorough needs assessments to understand customer concerns.
• Offer tailored retention packages to incentivise continued loyalty.
• Resolve customer complaints and escalate complex issues as needed.
• Maintain accurate records of customer interactions and retention efforts.
• Identify and report on customer churn trends.
• Collaborate with other departments to ensure a positive customer journey.
• Meet and exceed retention targets.
• Stay informed about product knowledge, service offerings, and competitor activities.
• Provide exceptional customer service with empathy and understanding.
• Adhere to company policies and procedures.

Skills & Experience: Are You Our Retention Rockstar?

• You've got proven experience in customer retention or sales, ideally in a fast-paced environment.
• You're a communication wizard, able to build rapport and trust with customers.
• You're a negotiation ninja, able to influence customer decisions with ease.
• You're a problem-solving guru, able to handle difficult situations with grace.
• You're an empathetic listener, able to understand and address customer concerns.
• You're a team player who can also work independently.
• You're organised and efficient, able to manage your time and meet deadlines.
• You're passionate about providing exceptional customer service.
• You can stay calm and composed under pressure.
• You're a data detective, able to analyse trends and patterns.
• You've got a proven track record of hitting and exceeding targets.

The Sweetest Part?

We're offering a great bonus incentive to reward your hard work and dedication to keeping our customers happy!

Don't let this opportunity slip away! Apply now and become our Customer Retention Superstar!