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Retention Specialist

Full Time
  • Full Time
  • Dublin

Website Imagine Networks Services Ltd

Job Description:
The role is within a growing Retention Team of agents, team leaders and managers actively retaining our current customer base and ensuring customer satisfaction. Candidates must demonstrate resilience within a fast paced, target and retention driven environment. Multitasking and excellent communication skills, both verbal and written are essential. Experience with Customer Relationship Management (CRM) systems and high standards of customer service and problem solving are also a requirement for this position.

Duties and Responsibilities:

  • Assisting in maintaining and preventing customer churn and ensuring the churn rate is kept at an all time low
  • Daily inbound and outbound retention calls to customers
  • Manage daily, weekly and monthly KPI’s to maintain performance and customer churn
  • Building working relationships with customers to exceed their expectations
  • Noticing and documenting customer trends by analysing customer feedback
  • Achieve and maintain service to a high standard: resolution and customer satisfaction
  • Reporting issues to other departments to investigate and prevent further issues re-occurring
  • Contribute positively to the team and department, working effectively within a strong, team-orientated environment
  • Logging and keeping records of customer queries
  • Deliver an exceptional customer experience and resolve queries first time

Skills / Attributes Required to Succeed:

  • Patience and attention to customer satisfaction
  • Ability to multi-task and prioritise
  • Excellent communication skills are essential
  • Proven track record of achieving targets
  • Target driven with a strong sales focus and desire to exceed
  • Experience using CRM systems
  • Excel Skills and good knowledge of MS Office
  • Excellent interpersonal and problem solving skills
  • Accuracy and attention to detail is essential in matching customer’s needs to the right solution
  • At least 1 year Experience in a call centre environment preferred
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