Retention and Relationship Expert
This role is a mixture of Eccellent Customer Service and Sales Retention.
The purpose of the Retentions Expert is to ensure that we develop and maintain strong relationships with our customers across the West Country by providing excellent service. This will enable us to maintain high retention rates whilst controlling and improving the quality of customer within our business.
Our Specialists are responsible for responding to contact from customers and proactively working to find a solution satisfactory to all parties.
They will be liaising with customers, and external suppliers to ensure the smooth running of the service provided, alongside account managers where necessary.
Essential Experience
= Previous experience in a customer service role. Outstanding communication skills - both written and verbal
= Strong problem solving skills
= Excellent negotiation skills with a commercial mind-set
= Able to build, manage and maintain strong relationships
= IT literate and able to learn new skills
Desirable Experience
= Conflict resolution experience/ training
= Knowledge and ability to deal with difficult situation.
= Good knowledge of West Country region.
Core Accountabilities
= Using your own initiative to deal with every day customer queries.
= Supporting the Account Manager in the recruitment of new customers.
= Responding to and successfully resolving customer issues within agreed service level targets.
= Quickly investigating and understanding issues and coming up with a commercially sensible solution acceptable to all parties.
= Maintaining thorough and written records of all issues.
= Proactively identifying potential complaints and issues and resolving them quickly.
= Escalating any urgent/high priority issues in line with company policies.
Benefits-
An Excellent Benefits package advised on application
The purpose of the Retentions Expert is to ensure that we develop and maintain strong relationships with our customers across the West Country by providing excellent service. This will enable us to maintain high retention rates whilst controlling and improving the quality of customer within our business.
Our Specialists are responsible for responding to contact from customers and proactively working to find a solution satisfactory to all parties.
They will be liaising with customers, and external suppliers to ensure the smooth running of the service provided, alongside account managers where necessary.
Essential Experience
= Previous experience in a customer service role. Outstanding communication skills - both written and verbal
= Strong problem solving skills
= Excellent negotiation skills with a commercial mind-set
= Able to build, manage and maintain strong relationships
= IT literate and able to learn new skills
Desirable Experience
= Conflict resolution experience/ training
= Knowledge and ability to deal with difficult situation.
= Good knowledge of West Country region.
Core Accountabilities
= Using your own initiative to deal with every day customer queries.
= Supporting the Account Manager in the recruitment of new customers.
= Responding to and successfully resolving customer issues within agreed service level targets.
= Quickly investigating and understanding issues and coming up with a commercially sensible solution acceptable to all parties.
= Maintaining thorough and written records of all issues.
= Proactively identifying potential complaints and issues and resolving them quickly.
= Escalating any urgent/high priority issues in line with company policies.
Benefits-
An Excellent Benefits package advised on application