Retentions & Customer Service Executive
Basic Salary: £28-30K Depending on experience
OTE Up to 36- 38k with Bonus
Are you passionate about reducing client cancellations and enhancing customer satisfaction?
We are seeking a Client Retention Specialist to join our team, helping to deliver exceptional customer service and maintain strong client relationships across various departments. Your primary goal will be to decrease client cancellations and increase the lifetime value of our clients by offering solutions that address their needs.
What to expect:
You will be responsible for managing and improving the customer cancellations. The ideal candidate will have the opportunity to develop and apply advanced customer service skills, with the main responsibilities being:
● Following up on cancellation requests by phone & email
● Managing client relationships and proactively addressing issues to reach resolutions
● Delivering regular reports on cancellations and customer resolutions to management
● Maintaining accurate CRM records
● Matching products and pricing to customer needs
● Providing feedback to improve products, service deliverables & customer experience
● Complaints and resolve service issues
● Processing outstanding customer payments & resolve payment issues
This is a fantastic opportunity to further your career in customer retention and client
management, especially within a growing company with exciting future plans
What we want you to bring to the party:
● Excellent customer service and objection-handling skills
● Attention to detail and a proactive approach to solving problems
● Strong communication and collaboration skills
● Emotional resilience and adaptability in the face of challenges
● Excellent work ethic
Required Skills:
● Previous experience in Customer Retentions / Sales or Experience in upselling/cross-selling
● Ability to take initiative and drive for results
● Team player with a positive attitude and resilience
● Ability to work independently and with minimal supervision
Desired Skills:
● Experience with CRM systems and tracking tools Google Analytics
● Knowledge of Digital Marketing - Google Adwords / Search engine optimization / Social media
Who are Add People?
Add People are built to serve small to medium-sized businesses. There are 6 million in the UK, that account for 60% of the employment of the nation. They are the lifeblood of the economy and we've been serving them since 2002.
But, they're a diverse bunch …And we don't discriminate, we put as much effort into growing their business online whether they've 1, or 101 employees.
With our team of over 250 digital marketing professionals and 4000 clients around the world, it's our aim to help small businesses thrive.
We're a Google Premier Partner, Microsoft Elite Channel Partner and a Facebook Marketing Partner … and have been awarded Investors In People (IIP) "Platinum".
As an Investors in People Platinum Accredited company, we offer a structured onboard, extensive training and development, with continuing discussion and focus around career progression.
The flexibility of our hybrid working environment means you can work on site and collaborate with other colleagues in our open plan office space in Altrincham or work from home.
Our friendly and supportive culture makes Add People, the perfect place to embark on a digital career, of further progress your account management journey.
Why work for Add People?
* Sociable working hours
* Healthcare scheme
* Contributory pension
* 30 days holiday which increases with service (includes BH's)
* Cycle to work scheme
* Subsidised social events
* Regular incentives and rewards
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Casual dress
* Company events
* Cycle to work scheme
* Free parking
* On-site parking
* Transport links
Ability to commute/relocate:
* Altrincham WA15 8AB: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person