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 Executive you will be responsible for engaging 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 have signaled intent to cancel or downgrade services, understanding their concerns and needs.
- Use empathy, problem-solving, and negotiation skills to retain customers 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.
- Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.
Requirements
- 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 serviceAnalytical skills to interpret data and identify improvement opportunities
Benefits
- 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
As a Sales Operations Manager at our company, you will thrive in a dynamic and supportive work culture that prioritises collaboration and innovation. We offer a comprehensive benefits package, including a competitive salary, generous holiday allowance, and a unique employee discount platform, all designed to enhance your work-life balance and professional growth. Join us in a role that not only drives sales performance but also empowers you to make a meaningful impact within a forward-thinking team.
