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- Tasks: Deliver top-notch customer service and manage complaints like a pro.
- Company: Join a dynamic team in Reigate focused on customer satisfaction.
- Benefits: Competitive salary, supportive work environment, and career growth opportunities.
- Other info: Exciting role with potential for personal and professional development.
- Why this job: Make a real difference by helping customers feel valued and heard.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 28500 - 31000 £ per year.
Location: Reigate
Salary: £28,500 - £31,000
The Customer Retention Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.
Key Tasks:
- Manage customer tickets from initial contact through to resolution in line with SLAs for customer service, billing, and contract-related enquiries.
- Handle customer complaints professionally, ensuring customers feel listened to and supported.
- Liaise with internal teams and external suppliers to resolve customer issues efficiently.
- Take end-to-end ownership of customers reducing or partially ceasing services.
- Capture accurate reasons for service reduction to support churn insight and reporting.
- Calculate and apply relevant mid-term charges in line with contract terms.
- Maintain accurate records across CRM, billing, and service platforms.
- Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
- Coordinate full-service cessations across all internal systems and with relevant carriers and suppliers.
- Confirm customer billing is stopped accurately and at the correct point.
Customer Retention Agent in Surrey employer: Southern Communications
Contact Detail:
Southern Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Agent in Surrey
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Role-play common scenarios you might face as a Customer Retention Agent. This will boost your confidence and prepare you for those tricky questions during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a foot in the door for job opportunities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Retention Agent in Surrey
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight your experience in customer service. We want to see how you've handled complaints and resolved issues in the past, so share specific examples that demonstrate your ability to keep customers happy.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you’re a great fit for the Customer Retention Agent role.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the job description. Mention specific tasks from the role that excite you and how your skills align with what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Southern Communications
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially around handling complaints and dissatisfaction. Be ready to share examples of how you've turned a negative customer experience into a positive one, as this will show your ability to manage early churn signals effectively.
✨Familiarise Yourself with SLAs
Understand what Service Level Agreements (SLAs) are and how they apply to customer service roles. During the interview, you might be asked how you would handle situations that involve SLAs, so having a clear grasp of these concepts will help you stand out.
✨Show Your Problem-Solving Skills
Prepare to discuss specific instances where you've resolved customer issues efficiently. Think about times when you liaised with internal teams or external suppliers to solve a problem, as this aligns perfectly with the role's requirements.
✨Be Ready to Discuss CRM Systems
Since maintaining accurate records across CRM and billing platforms is crucial, be prepared to talk about your experience with these systems. If you have specific examples of how you've used CRM tools to enhance customer service, make sure to highlight them!