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CUSTOMER RETENTION MANAGER
Company:DIGIWEB |
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Job Reference Number |
14346732 |
Client ID: |
RI/ |
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Posted On: |
Jul 27 2010 |
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Location: |
DUNDALK, LOUTH |
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Job Type: |
Permanent |
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Salary: |
DOE |
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Benefits: |
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Digiweb Ltd is seeking an experienced Customer Retention Manager . This position combines an excellent blend of Sales, Customer Service and negotiation responsibilities. The Retention Manager is responsible for saving and retaining customers that are requesting to discontinue service. The Manager will also interface with our Sales, Finance, and Customer Operations to resolve the customer's account and service issues if necessary. A naturally strategic thinker, you will be looking for a challenging and fast-paced working environment in which to build your career.
Responsibilities:
· Leads and drives cross functional teams to improve customer loyalty and retention, interfacing closely with the Sales, Customer Care and Finance teams.
· Implements retention strategies to increase customer satisfaction and reduces overall churn.
· Develops incremental reporting and analysis of region and market specific churn reduction, loyalty and advocacy opportunities.
· Identify trends, root causes and solutions regarding customer churn.
· Provides ongoing training and awareness of customer contact programs.
· Maximize retention opportunities by responding to inbound disconnect/downgrade calls in a continuous effort to retain customers
· Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs.
· Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
· Identify opportunities to turn dissatisfied customers into happy customers.
· Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
Skills and Experience:
· Confident and enthusiastic with strong negotiation skills.
· Trained to keep a customer who might no longer be interested in a company's ongoing services.
· Possess the ability to resolve complex customer issues effectively whilst building a rapport with the customer and using interpersonal techniques, networking techniques, and creative problem-solving skills.
· Proven coaching, monitoring and feedback skills.
· Excellent verbal and written communication skills.
· Excellent telephone manner.
· Attention to detail and accuracy.
· Ability to manage their own workload.
· Pro-active approach to process improvement.
· Telecommunications experience preferred, but not essential.
In return you can expect a stimulating position with considerable opportunity for career growth and immediate scope to take control and make a real difference:
Benefits
Attractive salary
Vivas Healthcare
Subsidised Gym
Pension
Free Parking
Position : Fulltime
Location : Dundalk
