Ogi is on a mission to power up life online for homes, businesses and communities across South Wales, installing real fibre right up to your doorstep.
We believe that joining Ogi is a unique opportunity to work within an innovative Welsh business. Until now, the pace of levelling up Wales’s broadband infrastructure has been too slow - So we plan to speed things up.
This is a unique opportunity to join an innovative company and help our talented team build a leading Welsh tech business - one that will make a crucial difference to the people and places we serve.
About you........
Reporting to the Telesales Team Leader, this role will play a leading part in delivering our customer retentions target.
The Customer Loyalty Executive will be responsible for inbound and outbound activity: pro-actively contacting existing customers, upselling and managing outbound retention campaigns to consumers. The individual will also be responsible for managing general customer queries and retaining customers who have come through the one touch switching process.
This candidate needs to be someone who is comfortable handling objections and having difficult conversations. The successful candidate will be KPI driven, thrive on delivering results and have experience of working in a telesales role.
Customer experience and quality of service will be central to their interactions.
The Customer Loyalty Executive will be ambitious, energetic, customer centric, results orientated and a team player.
The Customer Loyalty Executive will need to be knowledgeable, pro-active and have the ability to work independently. We are looking for a confident and positive with a ‘can-do’ attitude, able to rise above day-to-day challenges and deliver outstanding results to the company.
Are you a personable and approachable individual with an enthusiastic and motivational nature and a passion for excellence with previous telesales sales experience, striving for the best and delivering outstanding results? Then this role could be for you.
What you'll be doing.............
The Customer Loyalty Executive role will include, but not be limited to:
* Delivery of all KPIs including: customer retention conversion targets, upsell, drop out, early churn, product and package blend, cost of acquisition.
* Delivery of our key retention KPI’s
* Process and manage upgrades and add ons pre and post install.
* Provide regular ‘insight and learnings ’ from customer feedback/ marketing campaigns to CRO/CMO and wider team.
* Identify opportunities to optimise performance.
* Manage the retentions mailboxes ensuring replies are prompt and in-keeping with the companies tone of voice
* Stay abreast of all product information and competitor activity.
* ‘Think Customer’, providing an exceptional customer experience across all activities, putting the customer at the heart of what you do.
* ‘Live’ the company values at all times and bring them to life in a meaningful way for the rest of the organisation, communities and customers.
* Act as an internal expert on Customer loyalty
* Use CRM systems and others to track and manage sales and consumer information (taking into account GDPR implications).
* Attend regular meetings with teams, reviewing performance, sharing ideas and insights, and motivating and energising.
Next Steps?
Please get in touch for more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit.
At Ogi, we’re proud to be a Disability Confident Employer and celebrate different perspectives. We're committed to creating an inclusive environment where everyone can thrive, and to an accessible and inclusive recruitment process. If you require any reasonable adjustments or support during your application, interview, or assessment stages, such as alternative formats, additional time, or specific communication needs, please don’t hesitate to let us know. We want to ensure everyone has a fair chance to show what they can bring to the role.
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