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- Tasks: Engage with customers to boost loyalty and tackle barriers to sales.
- Company: Join a Glasgow-based coffee roaster with a rich history since 1864.
- Benefits: Enjoy a competitive salary, potential bonuses, and a supportive team culture.
- Why this job: Be part of an industry-leading team that values customer relationships and personal growth.
- Qualifications: 2 years in sales or customer service is essential; strong communication skills are a must.
- Other info: Full-time role with fixed hours, perfect for those seeking stability and career development.
The predicted salary is between 21800 - 26300 £ per year.
We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Our workforce has grown to over 200 to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers.Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Customer Retention Executive
Location: Glasgow Office
Job type: Full-Time, Permanent
Hours: 39.5 hours per week, Monday – Friday
Salary: £ 25,880.40 per annum plus on-target earnings (up to £400 per month)
About the role:
An excellent opportunity has arisen for an experienced customer retention executive to join us here at Matthew Algie on a permanent full time basis with fixed Monday – Friday shifts.
The Retention Executive will communicate with customers to increase loyalty and retain business or services. The role involves gathering information about non-buying customers within specific sales channels, working closely with the customer and our sales teams to find a solution to any barrier preventing an order being placed. To be successful as a retention executive, you should have a persuasive attitude, excellent customer relationship skills and a passion for sales. The expectation is for you to reduce our non-buyers list, increase sales by creating lasting bonds with our customers.
Responsibilities:
•Engaging with customers who haven’t placed a product order for 90+ days to understand the reason. Proactively looking for solutions to retain their business
and encourage them to stay. You will identify non-buying customer information using already created internal power BI reports.
•Use persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie. Addressing any issues to prevent loss of business.
•Identify opportunities to cross-sell existing products and services to customers to generate company revenue. You may also upsell products and services toexisting clients to increase sales and improve the profit margin.
•Work closely with the sales team to refer accounts where the customer has a different set of needs and requirements.
•Work to meet monthly retention targets.
•Track reasons for cancellation and customer feedback for future product/service improvement.
•After each interaction with the customer our CRM (CE) should be updated. This information will help track customer history and provides information for futureinteractions.
•Keeping up to date with Matthew Algie product, services, and promotional offers. Continuous learning ensures you can address customer inquiries effectively.
Experience:
Essential
• 2yrs experience gained in a Sales environment, in an active role
•Considerable experience in Customer Service environment
•Knowledge and understanding of order processing systems.
Skills / Knowledge:
•Excellent communication and negotiation skills.
•Ability to empathize with and prioritize customer needs.
•Patience and ability to manage stress.
•Knowledge of the company’s products, services, and policies.
•Problem-solving skills and the ability to think under pressure.
Personal Attributes:
•Ability to work under pressure to meet deadlines and customer timeframes
•Ability to work independently and as part of a team
•Ability to be flexible to meet the needs of the team and the customer
•A strong work ethic
•Resilience – able to respond professionally and courteously to customer complaints while remaining composed.
•Personal motivation and enthusiasm and ability to motivate others
•Adaptability, willingness to learn new things and cope well with change
If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can.
Thanks, from the Team @ Matthew Algie
£25,880.40 per annum (plus on-target earnings of up to £400 per month)
Experience
To be considered for this position it is essential that you have relevant previous experience in Customer service, preferably in a sales environment.
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Customer Retention Executive - Glasgow employer: Matthew Algie & Co
Contact Detail:
Matthew Algie & Co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Executive - Glasgow
✨Tip Number 1
Familiarise yourself with Matthew Algie's products and services. Understanding the coffee industry and the specific offerings of the company will help you engage more effectively with customers and demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your persuasive communication skills. Since the role involves retaining customers and addressing their concerns, practising how to articulate solutions and benefits clearly can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Matthew Algie. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews and understanding what it takes to succeed in the role.
✨Tip Number 4
Prepare examples from your past experience that showcase your customer service and sales skills. Being able to discuss specific situations where you've successfully retained customers or resolved issues will demonstrate your capability for the role.
We think you need these skills to ace Customer Retention Executive - Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and sales. Use specific examples that demonstrate your persuasive communication skills and ability to build customer relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer retention and sales. Mention how your previous experiences align with the responsibilities of the Customer Retention Executive role and why you want to work for Matthew Algie.
Showcase Relevant Skills: Emphasise your problem-solving abilities, patience, and resilience in your application. These personal attributes are crucial for handling customer complaints and maintaining a positive relationship.
Research the Company: Familiarise yourself with Matthew Algie's products, services, and company culture. This knowledge will help you tailor your application and show your genuine interest in the role.
How to prepare for a job interview at Matthew Algie & Co
✨Know the Company Inside Out
Before your interview, make sure you research Matthew Algie thoroughly. Understand their history, products, and services. This will not only show your interest but also help you answer questions more effectively.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've handled difficult situations and retained customers in the past.
✨Showcase Your Persuasive Communication
Since the role requires persuasive communication, practice articulating your thoughts clearly and confidently. You might even role-play scenarios where you need to convince a customer to stay or try a new product.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of specific instances where you identified a customer's issue and how you resolved it. This will demonstrate your critical thinking and adaptability.