At a Glance
- Tasks: Help retain clients by renewing contracts and providing exceptional service.
- Company: Join Citation, a leading ISO certification provider with a strong growth story since 1993.
- Benefits: Enjoy bonuses, a supportive work culture, and opportunities for professional growth.
- Why this job: Be part of a successful team that values customer satisfaction and rewards your efforts.
- Qualifications: Strong communication, negotiation skills, and previous customer service experience are essential.
- Other info: Experience with Salesforce is a plus; knowledge of ISO certification is beneficial but not required.
The predicted salary is between 28800 - 43200 £ per year.
Role: Customer Retention Advisor
Reporting to: Retentions Operations Manager
About Us
Operating in the UK since 1993, Citation ISO Certification (formerly QMS International Ltd) provides professional consultation and support for organisations that require a hassle-free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised ISO Management Systems with the aim of ‘making businesses better’ since 1993. Our growth plans are ambitious and we’re part of the private equity owned Citation Group. We’re an amazing success story; our customer base has grown significantly year on year over the past few years and we regularly receive service awards, most recently the Feefo top accolade for Exceptional Service for the second year in a row. Our plans for the next five years are exciting and will see HUGE growth and even more success – that’s where you come in!
About You
As a Customer Retention Advisor, you will play a key role in renewing client contracts and retaining customers. If you’re motivated, resilient and have excellent influencing and negotiation skills and want to earn a heap in bonuses, you could be just who we’re looking for.
For this role you will need to have:
- Excellent communication skills (written and verbal)
- Strong negotiation, influencing and improvisational skills
- Strong organisation skills with the ability to multi-task / prioritise and adapt
- Proven retention and customer service experience
- Great numerical skills and superb attention to detail
- Problem solving skills with the ability to think on your feet
- The ability to work autonomously and be able to make decisions where necessary to drive performance
- Previous B2B experience
- Computer literacy: previous experience of working with Salesforce is advantageous
- Knowledge of ISO Certification advantageous, but not essential
- Resilience, driven to exceed targets
Purpose of the role:
The primary function of the role is to renew and retain Citation ISO clients, reselling the benefits of our products and services, providing super service, whilst meeting internal targets / KPIs.
Key tasks:
- Client retention; manage the retention of our customer base to ensure that we continue to grow year on year
- Provide advice and guidance; liaise with customers who express an interest in cancelling or renewing their certification contract; with the focus being to ‘win back’ customers expressing a wish to cancel and ‘renew’ customers at the end of their current certification contract.
- Client feedback; proactively provide customer feedback data to management team regarding the service provided, to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.
Customer Advisor employer: Citation ISO Certification
Contact Detail:
Citation ISO Certification Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advisor
✨Tip Number 1
Familiarise yourself with ISO Certification and the services offered by Citation. Understanding the nuances of the industry will help you engage more effectively with potential clients and demonstrate your expertise during conversations.
✨Tip Number 2
Practice your negotiation and influencing skills in real-life scenarios. Role-playing with friends or colleagues can help you refine your approach, making you more confident when it comes to retaining customers and handling objections.
✨Tip Number 3
Develop a strong understanding of customer service principles. Being able to empathise with clients and address their concerns effectively will be crucial in your role as a Customer Retention Advisor.
✨Tip Number 4
Network with professionals in the B2B sector, especially those with experience in customer retention. Building connections can provide valuable insights and tips that could give you an edge in the application process.
We think you need these skills to ace Customer Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and retention. Use specific examples that demonstrate your negotiation skills and ability to influence clients.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for the role. Mention your understanding of ISO Certification and how your skills align with the company's goals, particularly in client retention.
Highlight Key Skills: In your application, emphasise your strong communication and organisational skills. Provide examples of how you've successfully managed multiple tasks or resolved customer issues in the past.
Showcase Problem-Solving Abilities: Include instances where you've had to think on your feet to solve problems or retain customers. This will demonstrate your resilience and ability to exceed targets, which is crucial for this role.
How to prepare for a job interview at Citation ISO Certification
✨Showcase Your Communication Skills
As a Customer Retention Advisor, excellent communication is key. Be prepared to demonstrate your verbal and written skills during the interview. Practice articulating your thoughts clearly and concisely, as this will reflect your ability to engage with clients effectively.
✨Highlight Your Negotiation Experience
Since the role involves influencing and negotiating with clients, come equipped with examples of past experiences where you successfully retained customers or resolved conflicts. This will show your potential employer that you have the skills necessary to excel in this position.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss scenarios where you've had to think on your feet and solve problems quickly. The interviewers will be looking for your ability to handle challenging situations, so share specific examples that highlight your resilience and adaptability.
✨Familiarise Yourself with ISO Certification
While knowledge of ISO Certification isn't essential, having a basic understanding can set you apart from other candidates. Do some research on what ISO Certification entails and be ready to discuss how it relates to customer retention and service excellence.