Location: Tulketh Mill, Preston
Salary: £8.78/hour with upto £1300 bonus
Hours of work: Training 3 weeks 9am-5:30pm, following this must be flexible between 8am-9pm with 1 in 3 Saturdays between 8am-6pm. Overtime available.
This role will involve taking inbound calls from customers who are already registered as active customers
on the clients services. Your objective is to listen to the customer requirements, or establish what the
issue is by using a sales through service approach. Once identified, by using negotiation techniques and
objection handling skills in addition to the save and retain tools provided, you will find the right
match/alternative service for the customer. In addition to retaining customers you will also upsell &
resign accounts wherever possible, in so doing, reduce customer churn.
Meeting or exceeding all quality and compliance/loyalty targets
Effective use of sales and save and retain tools – matching solutions to individual customer needs
Upselling and Re-contracting customers wherever possible
Communication – providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn
Adherence to all business processes
Ownership of ensuring all knowledgebase information is read and understood
Ensuring all customer contacts are handled in a polite and professional manner
Ensure that all systems and telephony processes are adhered to
Working with the quality and management team to ensure that continuous improvements are made to the customer experience and campaign.
Experience in sales/retention/service activity
Problem solving and complaint handling
Negotiation and influencing
Ability to effectively interact with team members at all levels of the organisation
Cordant people is an equal opportunities Employer
Cordant Group is an equal opportunities employer