Sales Retention Advisor

Job Summary

We are seeking a customer\-focused and proactive Retention Advisor to join our Sales Retentions team. Reporting to the Retentions Manager, you will be responsible for engaging with customers who may be considering leaving our services. Your primary objective will be to understand their concerns, provide tailored solutions, and encourage them to remain with us. This position requires excellent communication skills, a customer\-centric approach, and the ability to analyse customer data effectively.

Responsibilities

The responsibilities for the role include, but are not limited to:

• To receive inbound calls from existing customers driven by various marketing campaigns, customer communications and general queries. Agents will follow guided retention path and support provided and use internal call flows to recontract and upsell customers onto new packages and products​


• Outbound Calls applicable following on from any conversations with customers and when required ​


• Managing a high volume of casework daily, including handling cancellations, renewals, and upgrades while maintaining strong customer relationships and outcomes.


• Establish good customer relationships and keeping customers informed throughout (signposting, following sales training of guided path)​


• Use of multiple online systems and portals to access helpful guides​


• Deliver appropriate solutions to customers following from systems guidance​


• Resilience through handling complaint objections and escalating to TL if and when required ​


• Ability to provide excellent customer service in order to meet positive customer satisfaction scores​


• Request feedback in way of Trustpilot reviews and CSAT for successful retention or resign​


• Use data/credit/retention toolkit provided by the business in the correct manner to retain customer whilst ensuring wallet share for TTB

• Strong analytical skills with the ability to interpret data effectively.


• Previous experience in a customer service or retention role is an advantage.


• Excellent communication skills, both verbal and written, with a focus on building rapport with customers.


• Ability to demonstrate effective phone etiquette and maintain professionalism during all interactions.


• Strong organisational skills and attention to detail for accurate data entry and record keeping.


• Ability to multi\-task and navigate different tools.

At TalkTalk Business, we understand the importance of flexibility and connection in the workplace. That’s why we have adopted a hybrid approach to working. Our way of working is to work 3 out of 5 days in the office (adjusted for colleagues who are part\-time) at our HQ in Exchange Quay, Salford, with the remaining days offering the option to work from home. We want to ensure you enjoy the collaboration and connection of the office environment, combined with the convenience of remote working.

Be a part of our story

We've created a happy, diverse, inspiring workplace for real people, just like you. If you understand what customers want and are committed to making it happen, be a part of our story.

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Free fitness classes


• Free parking


• On\-site gym


• Private dental insurance


• Private medical insurance

• Are you able to work in a hybrid model, attending the Exchange Quay, Salford office 3 days per week?

This listing is from indeed. View original listing ↗