Customer Retentions & Renewals Advisor

at  Zzoomm plc

Zzoomm are looking for talented Customer Retentions & Renewals Advisor to help roll out the Full Fibre network of the future, delivering the best broadband in Britain. Come and talk to us about joining a rapidly expanding telecommunications company with nationwide ambitions.
The main purpose of your role as Customer Retentions & Renewals Advisor you will work as part of the Sales team specialising in the customer renewals activity, both reassuring customers that their great service will continue when they renew and helping them pick the right package so they can make the most of their online life.
Your role will see you proactively engaging with our customers, understanding their needs and offering solutions to ensure their continued satisfaction with their Zzoomm service.

• Supporting customers to be on the correct tariffs via telephone and ticket management, whilst at the same time managing customer and value retention
• Striving to renew customers either proactively or via EOCN communications at the end of their contract term in line with tool kits provided and protecting company revenue.
• Engaging with customers, building confidence to deliver outstanding customer outcomes on every call.
• Identifying customer needs to ensure the correct products are promoted to them whilst resolving all queries.
• Pushing for better by using resources, tools and systems available to offer the best customer outcome.
• Maintaining focus and composure during peak call and ticket times, ensuring each customer receives the same exceptional level of service.
• Taking care of a variety of customers including distressed/angry customers.
• Ensure appropriate reporting is collated for the purposes of improving activity programs