Location: Ely, Cambridge
Type: Permanent
Hours: Full time, 37.5 hours per week - Monday - Friday 08:30am - 5:00pm with one hour for lunch, unpaid.
Salary: £25,000 + Bonus Scheme
ASL (Automated Systems Group Limited) has grown to be one of the UK’s top independent suppliers of office services focussing on Managed Print Services (MPS), Unified Communications and software/IT.
ASL offer impartial advice and consultancy, delivering a strategic focus and assisting companies to achieve improved productivity and cost savings whilst providing them with market-leading quality, service and reliability.
We are a company that looks to build every department on the principles of customer care.

SUMMARY:

The Customer Retention Associate is responsible for identifying risk factors amongst the customer base as well as responding to cancellation and non-renewal requests. The candidate will be responsible for booking a retention meeting with our Internal Sales Team. The role will be a collaborative role with our Sales Team, Contracts Team and Customer Relations and Marketing Team.

SPECIAL REQUIREMENTS

• A minimum of one years’ experience in customer service or similar role.
• MPS industry knowledge desirable but not essential.
• Ability to handle difficult customer conversations.
• Knowledge of CRM desirable but not essential.

• Proactively manage the pipeline of customers due for renewal to ensure the Sales Team are pro-actively managing their opportunities.
• Making outbound calls to customers due to renew to ensure their contracts are being managed by the account manager.
• Identify customers who may be at risk of leaving or not renewing their products and services.
• Update the CRM regularly to maintain accurate customer and contract records.
• Provide retention insights and reports to management to drive process improvements and facilitate informed decisions.
• Manage customer contact and relationships to encourage retention and customer satisfaction
• Arrange customer meetings, teams calls etc when appropriate, to discuss retention and renewal opportunities.
• Collaborate with the Marketing Department to implement retention and loyalty campaigns.
• Communicating with customers to understand their needs and requirements and identify win back opportunities
• Assist with handling disputes, queries and complaints promptly liaising with teams as needed.
• Answering customers’ questions, resolving their concerns and providing additional information via calls and emails.
• Handle contract queries through to resolution and provide information as requested, liaising with relevant teams.