Customer Retention Executive

Role Overview

As a Customer Retention Executive, you will be responsible for engaging with customers who are considering leaving or have expressed dissatisfaction, delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.

What You Will Do

Proactively contact customers who have signaled intent to cancel or downgrade services, use empathy, problem-solving, and negotiation skills to retain customers, investigate and resolve complaints promptly, and build trust and rapport with customers.

Why It Might Be a Fit

This role requires strong interpersonal and communication skills, excellent problem-solving and negotiation abilities, and a customer-centric mindset with a passion for delivering exceptional service.

Requirements

• Strong interpersonal and communication skills
• Excellent problem-solving and negotiation abilities
• Ability to remain calm under pressure and handle challenging conversations
• Customer-centric mindset with a passion for delivering exceptional service
• Analytical skills to interpret data and identify improvement opportunities

Benefits

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme

Tagged as: Data Analysis