Experienced Retentions Call Centre Agent

at  Pathfinders Consulting Pty LTD

Are you passionate about customer retention? Do you have a proven track record of keeping customers loyal while working in a fast-paced, dynamic environment? If you’re an experienced Retentions Call Centre Agent with VoIP or telecom experience, this is your chance to be part of a company that is disrupting the small business telecoms industry and has won over 20 industry awards in just 2 years.

SKILLS & EXPERIENCE REQUIRED:

• Proven Retentions Experience: You must have experience working in a retentions team, ideally with UK clientele, ensuring customer loyalty and satisfaction.

• VoIP/Telecom Background: Experience in VoIP-based services is highly advantageous.

• Problem-Solving: Strong problem-solving skills with innovative thinking to resolve customer disputes or complaints, including handling Ombudsman cases (preferred).
• Excellent Communication: Exceptional written and verbal communication skills with a passion for delivering customer service.
• Drive for Results: A passion for resolving customer concerns, ensuring First Call Resolution, and striving for continuous improvement.

JOIN A FAST-PACED, AWARD-WINNING COMPANY WHERE YOUR SKILLS IN CUSTOMER RETENTION CAN MAKE A REAL DIFFERENCE!

Matri

• Customer Retention: Engage with customers who are considering canceling or switching services, understand their concerns, and provide tailored solutions to retain their business.

• Problem Resolution: Address customer complaints, billing issues, and technical concerns as the first point of contact, aiming for First Call Resolution.

• Negotiation: Present offers, discounts, or promotions that align with customer needs while supporting company policies, ensuring win-win retention outcomes.
• Product Knowledge: Stay informed on the latest company products, services, and promotions to deliver accurate information and solutions.
• Customer Communication: Maintain professional, empathetic communication, listening actively to customers and understanding their needs.
• Documentation: Accurately record customer interactions and resolutions in the CRM tool.
• Win-Back Efforts: Proactively reach out to recently canceled customers, offering tailored deals to regain their business.