Description
At Culligan UK Limited, our focus is on delivering exceptional customer experiences that lead to long-lasting relationships. We are looking for a dedicated Customer Retention Executive to join our team and play a pivotal role in retaining our valued customers.
Role Overview:
As a Customer Retention Executiveyou will be responsible forengaging with customers who are considering leaving or have expressed dissatisfaction. The role focuses on delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.
This role is based on-site, Monday - Friday.
Hours: 08:45 - 17:00
Key Responsibilities:
- Proactively contact customers who havesignaledintent to cancel or downgrade services, understanding their concerns and needs.
- Use empathy, problem-solving, and negotiation skills toretaincustomers by offering tailored solutions and alternatives.
- Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
- Build trust and rapport with customers through clear communication and a customer-first approach.
- Monitorretention metrics,identifytrends, and provide feedback to improve processes and reduce churn.
- Strong interpersonal and communication skills
- Excellent problem-solving and negotiation abilities
- Ability to remain calm under pressure and handle challenging conversations
- Customer-centric mindset with a passion for delivering exceptional service
- Analytical skills to interpret data andidentifyimprovement opportunities
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward & Discount Platform
- 24/7 access to Employee Assistance Program through Health Assured
- Access to on-going learning and development via our online learning platforms
- Onsite parking available
- Life Assurance Scheme
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Customer Retention Executive in Birmingham employer: Culligan UK limited
Culligan UK Limited is an exceptional employer, offering a dynamic work environment in Wolverhampton where you can lead a dedicated team in delivering top-notch water solutions. With a strong emphasis on employee growth through ongoing learning opportunities, competitive benefits including holiday and pension, and a culture that values leadership and customer service excellence, Culligan provides a rewarding career path for those looking to make a meaningful impact.
