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As a Managed Base Account and Loyalty Advisor, you will play an integral role in defining processes and executing day-to-day retention activities to minimize loss and identify opportunities for growth through technology migration, upgrades, cross-selling, and introducing new services within the managed base.
You will work with the managed base, engaging them in promoting retention and upsell, and assisting with higher-value retention opportunities when required. You will directly manage retention opportunities to ensure customer retention and re-commitment to contracts, while exploring additional product upsell opportunities.
Salary: £22,308 per annum (+ commission)
Location: Nelson
Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30
Key responsibilities:
* Proactively contact and manage the base to maintain revenues and grow the customer's product set.
* Enhance your knowledge of products & tariffs and provide regular feedback to improve the commercial outlook.
* Communicate with and update Field Account Managers to improve customer service and retention.
* Perform inbound and outbound calls.
* Establish suitable resolutions for both customers and the business promptly.
* Identify growth and revenue opportunities through cross-selling, referring to specialist sales teams when appropriate.
* Identify and escalate process issues and suggest solutions.
* Increase customer loyalty and reduce churn by collaborating with other departments.
* Meet key business objectives, service level agreements, and individual KPIs.
* Ensure detailed notes are entered into systems after each customer contact, attaching relevant documents where necessary.
* Monitor for potential fraudulent activity and raise security incident reports if needed.
* Maintain and improve average customer spend through effective opportunity management.
* Collaborate with the Head of Sales to align departmental goals with overall sales strategies and business objectives.
* Stay informed about industry trends, competitor activities, and technological advancements to adapt strategies accordingly.
Qualifications
* Ability to work effectively in a fast-paced service environment.
* Ability to analyze and interpret data.
* Ownership of issues with follow-through to resolution.
* Proactive attitude with flexibility.
* Ability to build and maintain good relationships with internal and external customers.
* Excellent, assertive, and controlled telephone manner.
* High professionalism and communication skills, both verbal and written.
* Proven experience in achieving sales targets in telecommunications or related industries.
* Expertise in creatively retaining customers and implementing innovative solutions.
Additional Information
We recognize and reward our colleagues' efforts. Working at Daisy offers not just a competitive salary but also a range of benefits and opportunities to make your experience enjoyable.
Our ethos is simple: the more you put in, the more you get out.
Benefits include:
* Professional development opportunities
* Eye care vouchers and discounted Medicash membership
* Discounts at over 1,200 retailers
* An extra day off for birthdays or weddings
* Auto-enrolment into a pension scheme after probation
* Exclusive offers on Daisy products
* Up to four weeks’ company sick pay over 12 months
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