Location: Reigate
Salary: £28,500 - £31,000
The Customer Retention Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.
Key Tasks:
* Manage customer tickets frominitialcontact through to resolution in line withSLAs for customer service, billing, andcontract-relatedenquiries.
* Handle customer complaints professionally, ensuring customers feel listened to and supported.
1. Liaise with internal teams and external suppliers to resolve customer issues efficiently.
2. Takeend-to-endownership of customers reducing or partially ceasing services.
3. Captureaccuratereasons for service reduction to support churn insight and reporting.
4. Calculate and apply relevantmid-termcharges in line with contract terms.
5. Maintainaccuraterecords across CRM, billing, and service platforms.
6. Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
7. Coordinatefull-servicecessations across all internal systems and with relevant carriers and suppliers.
8. Confirm customer billing is stopped accurately and at the correct point.
9. Investigate a...