Job Description
This is a high-volume outbound calling B2B sales role, focused on engaging with existing customers to renew their contracts and retain the products and services we supply them. A key requirement of the role is that all activity performed aligns to company’s values and sales behaviours, with a customer-centric focus maintained at all times.
Responsibilities of the role (What we want you to do)
* Take inbound and make outbound calls to customers looking to cancel their products and services, resolving their issues and retain and renew their products and services contracts.
* Promote, upsell and cross-sell additional products and services to our customers.
* Perform all activity within regulatory standards, GDPR and quality policies.
* Complete all reports, system and CRM updates in a timely and accurate manner.
* Develop a comprehensive knowledge of the company’s products, systems and processes.
* Create excellent working relationships across the company’s colleague community.
Success Measures (What success in the role looks like)
* Achieve all commercial targets in a consistent manner (month-by-month).
* Achieve all agreed activity targets.
* Operate within the companies quality guidelines.
* Achieve all objectives agreed with the Customer Retentions Manager.
* Receive above par scores from customer satisfaction surveys and internal feedback.
Skills (The personal capabilities needed to excel in this role)
* Good written and verbal communications skills, with an ability to adapt communication styles to individual customers.
* High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of own work.
* The drive, resilience and focus required to win in a competitive commercial environment.
* A genuine interest in own development and learning needs, with the energy and desire to act on them to improve own performance.
* A professional and pleasant demeanour, with the desire to create good working relationships with both colleagues and customers.