Customer Retention Representative
BackgroundCustomer Service is a vital part of the business, setting strategic objectives to ensure our Customers receive an exceptional Customer Journey at all times. The team consists of highly skilled individuals who provide technical information to our customers and ensure the needs of our customers are met, whether in or out of warranty.
Interacting with our customers through various channels including Inbound and Outbound telephone contact you will provide our customers an efficient and friendly service. You will handle requests from customers, update databases, resolve situations effectively and sell additional products and services to drive revenue for the department.
The retention team is primarily responsible for achieving monthly revenue targets.Main Duties/ResponsibilitiesTo provide technical support, correctly identifying products or services required whilst meeting the needs of the Customer, answering a high number of calls within a compliance based framework to a satisfactory conclusion and where this cannot be achieved, escalating to a senior member of the Management team and updating customer records in line with GDPR regulations using in- house data bases.
You will be required to communicate with customers, through various channels including inbound or outbound telephone contact and sell new products or additional parts and services.
You will have excellent communication skills, a strong natural sales ability, a can do attitude, strong people management skills and able to take responsibility for your own duties/targetsAccountability's1.
To Demonstrate and Develop Excellent Sales Skills* Provide customers with an opportunity to refresh their shower by selling new products, completing Up-sells, Fixed Price Repair and other appropriate sale packages* Identifies and sells to customer needs,* Translates product features to benefits,2.
Contact existing Aqualisa Customers* Provide customers with an opportunity to refresh their shower by selling new products, completing Up-sells, Fixed Price Repair and other appropriate post sale packages* Provide customers with an excellent level of customer service* Chase Quotations delivered to customers3.
Generate Revenue and work to individual and team targets* Generate leads by having a quality conversation with customers, selling, up-selling and cross-selling where necessary* Meeting sales and performance targets set4.
To Deliver Excellent Customer Service and Sales* Handles customer questions and complaints,* Communicates well with customers,* Handles service problems politely and efficiently,* Always available for customers,* Follows procedure to solve customer problems,* Understands company products and services,* Maintains pleasant and professional image.
* Generate leads by having a quality conversation with customers, selling, up-selling and cross-selling where necessary* Meeting sales and performance targets set* Supporting the In Warranty call line when requested.5. Deliver the safety agenda of the Company* Think safety* Take ownership for all accident reporting affecting you or your team.
* Identify potentials and report6. Fulfil other duties as required* Pick up new activities that fall broadly in the purpose of the role.* Fix things that you can see need fixing.* Identify problems and find solutionsPerson specification / Core Competencies:Experience:* Clear communications skills* Proven track record in achieving sales* Ability to read customers via telephone and other channels* Good team player* Goal orientated focus* Patience, compassion and empathy* Ability to handle difficult situations* Excellent work ethic* Willingness to learn* Excellent time management* Positive attitudeSkills:* Excellent communication skills and phone manner* Able to show strong people management skills* Strong sales ability* Experience implementing new ways of working and improving efficiency's* Excellent IT skills* Able to work diligently on own initiative and make decisions* Demonstrable good judgement and able to challenge others viewpoints in a positive and constructive manner* High level of communication skills both verbal and written* Strong team player* Highly organised* Excellent Customer ServiceAttitudes:* Assertive, prepared to see through plans and overcome objections* Energetic, engaging and positive approach* Works at pace and achieves tight deadlinesPlease note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation.
Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job
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