As a Retention Agent, your main responsibility is to engage with existing customers, nurturing long-term relationships, and improving customer retention. You'll proactively reach out to customers who might be considering discontinuing or downgrading their services, aiming to understand their concerns and offer tailored solutions. Your objective is to retain customers, minimize churn, and drive company growth. While your primary focus is on retention, you may also support sales and new business growth as needed. Your bilingual skills will be valuable for both sales and retention efforts.
Department:Commercial
Reports to:Sales Manager
Direct Reports:Nil
Job DescriptionKey Accountabilities:
Customer Engagement: Proactively contact existing customers via phone, email, or other communication channels to understand their concerns, inquiries, and reasons for potential service discontinuation.
Relationship Building: Establish strong rapport with customers and demonstrate empathy while actively listening to their feedback and concerns.
Problem Resolution: Identify and address customer issues, seeking appropriate solutions to retain their business and ensure a positive customer experience.
Product Knowledge: Demonstrate a thorough understanding of the company's products and services to effectively communicate their benefits and value to customers.
Offer Tailored Solutions: Customize offers, promotions, and discounts based on the customer's needs and preferences to encourage retention.
Negotiation and Persuasion: Utilize negotiation skills and persuasive techniques to overcome objections and retain customers who may be considering cancelling or downgrading services.
Record Keeping: Accurately document all customer interactions, feedback, and actions taken in the CRM system.
Customer Feedback: Gather valuable customer insights and feedback to share with relevant teams for continuous improvement of products and services.
Retention Targets: Work towards achieving individual and team retention targets set by the company, contributing to overall business goals.
Cross-Selling and Upselling: Identify opportunities to introduce additional products or services that align with the customer's needs, potentially leading to upselling or cross-selling opportunities.
Compliance and Data Protection: Ensure compliance with company policies, data protection regulations, and confidentiality guidelines during all customer interactions.
Be an ambassador for Blueberry in the market; promote our interests and reputation.
Engage, support, motivate, and develop capability and potential in others.
Attract, retain, and develop talent to complement Blueberry's values and behaviours.
Reward and recognise good performance aligned to Blueberry's values and goals and manage poor performance in a timely manner.
Follow our policies, procedures, and code of Ethics and Conduct.
Protect our confidential information and intellectual property.
Play an active role in your safety and the safety of others around you.
Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
Foster a culture of continuous improvement.
Continuously drive agility and flexibility in responding to market and industry changes.
Desired Skills and ExperienceQualificationsTertiary Qualification in Finance, Business, or related field, or related discipline (preferred)
ExperienceProven work experience as a Customer Service Representative, Sales Agent, or similar role.
Excellent communication and interpersonal skills, with a customer-centric approach.
Ability to remain calm under pressure and handle customer objections professionally.
Strong problem-solving skills and the capacity to think critically.
Goal-oriented with a track record of achieving retention targets.
Familiarity with CRM software and proficiency in basic computer applications.
A positive attitude, adaptability, and the willingness to learn and grow.#J-18808-Ljbffr