URL: http://www.cv-library.co.uk/cgi-bin/refer.cgi?id=100441&url=/cgi-bin/apply.cgi?jobref=109165360
Description:
Customer Retention Specialist
Summary of Position:
We have an excellent opportunity within our Customer Retention. Reporting to the Customer Relations Team Manager this roles key focus is to minimise cancellations of Purchased, Rented, Maintenance and leased contracts and maximise customer retention by negotiation of pricing, benefits and offerings.
This position is also responsible for providing cover to the PBOD retention team & GCS Leasing team, as and when required, as well as specific project work and any other duties.
Accountabilities:
Ensure that individual productivity targets are met / exceeded on a daily / weekly / monthly basis
The prompt resolution of customer queries. Handle customer complaints and ensure issues are resolved by notifying appropriate parties and following-up on assigned actions. Prepare appropriate customer responses.
Processing of the termination of a lease, purchase / maintenance & rental contracts if you are unable to save the customer.
Constantly strive to meet service levels of inbound telephony and outbound activity in line with set objectives.
Prepare in depth reporting to management of all saves, terminations, cancellations and adhoc reports on a daily/weekly/monthly/quarterly and Yearly basis.
To be able to work on own initiative and within a team environment
Ensure that all customer information is captured and updated where required.
SAP, Flame & Postage by phone & TSYS responsibilities.
Cross trained to cover for either the PBOD retention team or GCS Leasing team
Candidate Profile / Educational Background:
Administration and Customer service experience.
Negotiation skills
Professional and confidential approach to work
Organisation skills together with the ability to work to deadlines.
Knowledge in MS Word, PowerPoint and Excel.
Flexibility/adaptability to work outside of standard parameters as and when required.
Ability to multi-task and effectively deal with ambiguity
Independent self-starter can run with tasks, projects and varying priorities with limited direction.
Internal applicants will need to have a strong all round knowledge of all PB operating systems High focus on Postage by Phone, TSYS, Purchase Power, SAP, Flame and Siebel
Key Challenges:
To be able to work at a fast pace and to tight deadlines in a commercially focused environment where your performance in measured on a monthly basis through revenue and number of customers saved
Salary:£
Apply to this job
No comments:
Post a Comment