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Customer Loyalty Advisor

XLN Business Services
Job LocationSheffield
EducationNot Mentioned
Salary21,000 - 25,000 per annum, inc benefits, OTE
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The Role: XLN are looking for a Customer Retention Advisor, who is well organised and has great communication skills. We are looking for an individual who has a good personality and can adhere to set strategies based on high value retentionverses growth target customers.Whats on offerXLN are providing a fantastic opportunity to grow and develop within the company. It is a chance to gain experience and develop your customer service skills.Salary: £21,000-£25,000 per annum plus monthly uncapped commissionsBenefits: Quarterly Sales Incentives including trips abroad, VIP trips to O2 Gigs and exclusive sporting events such as Royal Ascot and Champions League football, Plus...

  • 28 days holiday per year inclusive of bank holidays
  • 3 bonus Christmas days off
  • Brand new state of the art office
  • State of the art breakout area with pool tables, table tennis and racing simulators!
  • Regular, free of charge fitness classes in our fitness suite, including yoga and boxercise
  • End of month drinks at the office, completely on us!
  • Free fruit and breakfast weekly
The Job:
  • Outbound calls to existing cancelling customers
  • Inbound calls from cancelling customers
  • Working to save lost customersHandling warm leads
  • Meet and exceed targets
  • Understand and adhere to set strategies based on high value retention verses growth target customers
  • Identify opportunities within the existing base in order to capitalise on maximum retention
  • Meet the minimum call figures on a daily and weekly basis
  • Development, maintenance and retention of customer relationships
  • Updating customer records
  • Understand and keep abreast of competition, products, pricing and markets for voice and data solutions
  • Provide support and day to day account management to allocated customers
  • Assist other departments in resolving customer issues to help retain client when escalated from the Customer Support Team or other departments; including billing queries, serious fault calls and general account questions
  • Update and provide accurate saved accounts (tracker)
  • Resolving queries within industry/department lead timescale
Experience/ qualifications and skills required:
  • Minimum 1 year employment in contact centre environment working in a fast-paced, target-driven role.
  • Good system and competitor knowledge
  • Previous cancellations experience
  • Negotiation/objection handling skills
  • Experience in customer service/account development role
  • 1-year experience in the Telecom industry
  • Self-motivating
  • An enthusiastic self-starter, who takes ownership
  • Self-confident with the ability to overcome objections
  • Able to work as part of a team
  • Positive attitude
  • Goal oriented
  • Outstanding listening and negotiation skills

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