Customer Retention Specialist

Vacancy Name: Customer Retention Specialist

Vacancy No: VN352

Employment Type: Full-Time

Business Name: PayPoint Network Ltd

Location: This is a hybrid role based in our Welwyn Garden City offices AL7 1EL three days a week with two days from home. Monday – Friday 9am – 5.15pm

Salary: £24k plus pension 5%, 25 days holiday, onsite gym, AXA private medical, free parking

Job Purpose: To prevent and minimise churn within PayPoint’s independent retail estate for all PayPoint products and services, including Bill Payments, Cards Services, and ATM.

Main Role Responsibilities:

1. A customer retention specialist (CRS) is focused on preventing and reducing customer churn and increasing customer loyalty. A CRS analyses customer behavior and feedback, identifies at-risk and dissatisfied customers, and implements strategies and campaigns to retain and re-engage them.
2. Reactively retain all PayPoint products and services, overcoming objections, operational issues, and commercial barriers.
3. Proactively re-engage PayPoint retailers who aren’t utilising our products and services.
4. Actively renew contracts for PayPoint retailers which are due for expiry.

Skills / Qualifications / Experience Required:

1. Ability to demonstrate a high level of commercial understanding and business acumen to communicate and educate around PayPoint’s commercial terms as may be needed.
2. Ability to sell the benefits of PayPoint to overcome sales objections.
3. Awareness of, and ability to deliver, targets.
4. Proven ability to compile and reach conclusions from the analysis of statistical information.
5. Good organisational skills with the ability to prioritise and deliver against multiple objectives as well as display a high level of accuracy and attention to detail.
6. Strong team player with a flexible, proactive, questioning, tenacious and creative approach to work.
7. Excellent interpersonal skills, both face to face and via telephone, with the credibility to influence others.
8. Resilient character.
9. Excellent Office skills (Outlook, Word, Excel, and PowerPoint).

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