Job Description
Job Reference:P968320FA_1649156106
Job Type: Permanent
Job Industry: Business Services
Contact Name: Fahmida Ahmed
Job Location: London
Job Title: Client Retention Specialist
Job Salary: £24000 - £25000 Per Annum
Posted On:
24k – 25k plus commission package! – 38.25hours – Monday – Friday
We are currently working alongside one of the UKs longest leading information resource business for tax and accounting and HR and compliance Professionals. They are part of a Global Group that have a multimillion-pound turnover year on year that keeps growing.
This is an amazing multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors.
The office is fast-paced and busy, so we look for colleagues who have a positive and results focused attitude.
Through training and development, we make sure that everyone who works here has the resources they need to build their career.
Job Purpose:
* You will be responsible for retaining customers and maximising sales opportunities. This is an ideal role for someone with a sales and customer service background, who is looking for an opportunity to work in a fast-growing and vibrant organisation.
* This role is crucial to the retention of our customers and ensuring that we resolve problems the right way, first time.
* The role requires you to excel in enthusiasm as part of our Retentions Team.
* To become the first point of contact for any issues or concerns raised and finding a resolution to keep the client as a member of your client portfolio
Day to Day Responsibilities:
* Understand customer issues and proactively identify solution
* To achieve and exceed customer retention targets
* Respond to customers in a timely and professional manner within SLA targets
* Work as part of a team to manage and maintain a customer base of over 20,000 businesses
* Collaborate across all teams to resolve customer issues
* Match products and pricing with customer needs
* Renewals of customer contracts to prevent loss to competitors
* Support our customers with business growth through the promotion of technical solutions
* Deliver a fantastic customer experience.
* Make outbound telephone contact with customer who cancel subscriptions and retain them as customers
* Have excellent product knowledge
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Job Goals, Targets, and Metrics:
* Minimum of 50 client cases a day
* No more than 2 cancelled appointments per week
* To achieve 30 deals each quarter of which 6 are with Growth
* No complaints from clients regarding the handling of their renewal or appointment.
* All client telephone calls to be answered in accordance with the departmental standards.
* All written client correspondence to contain clear, accurate and thorough information and meet required departmental standards.
* All client appointments are made in line with departmental standards.
* Minimum talk time of two hours
What You Bring to The Team:
* A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.
* Ability to work in a fast-paced environment.
* Strong time management skills.
* A dynamic and flexible approach, as well as the ability to work under pressure.
Incentives/Benefits Include:
* Amazing offices in central London
* They promote internally- first up the ladder
* Amazing culture, regular nights out, company socials, networking events, presidents club etc
* Office overlooking the Thames
* Daily, weekly, and monthly incentives.
* Day off on your birthday.
* Uncapped monthly commission.
* 25 days’ holiday, plus bank holidays.
* Company incentives, access to discount schemes
* Company Events, Dinners and Trips
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