Description
Job Description Summary
An exciting opportunity to join an expanding team. A Retention Advisor will play a crucial role in retaining existing customers by identifying and addressing customer concerns, resolving issues and enhancing the overall customer experience. Activities include pricing requests, cancellation requests and account management. The Retention Advisor is a key member of the retention team, responsible for ensuring the delivery of retention targets in order to reduce company churn, maintains customer records and completes required documentation.
This a hybrid role with a mix of 2 days from home and 3 days in the office based in Dublin's City Centre.
· Job Description
What Part Will You Play?
· Drives loyalty and customer growth
· Upsell & cross-sell services and products to existing customers
· Responsible for contacting customers via phone and email in order to reduce company churn through proactive and reactive retention processes.
· Responsible for managing all price plan migrations from customer requests.
· Responds to customer requests for information and assists customers who are in distress or unhappy through a range of options including issue ownership and resolution, service improvements and pricing reviews.
· Manages customer relationships and expectations during the retention process.
· Maintains existing customer records, in accordance with company policies, to include call notes, scheduled client interactions, contact information, and other relevant client information, in the Customer Relationship Management (CRM).
· Develops knowledge of current product/service portfolio as well as changes and developments within the payments industry.
· Additional ad hoc duties when required
Desired Skills and Experience
· Minimum 1 years previous Sales or Retention experience
· Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
· Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
· Decision Maker - Advanced ability to be an effective problem solver and act quickly to resolve issues
· Soft Skills - Proficient in Microsoft office, specifically excel. Previous experience with Google Sheets also preferred
· Communication - Effective listener and communicator who is able to establish long lasting customer relationships
Benefits
· Competitive base salary + uncapped Commission
Hybrid Role with modern office based in Dublin City centre
Private health care
Pension
Company stock purchase options
Bike to work scheme
