Desk Retentions Agent

JOB TITLE: Desk Retentions Agent

JOB LOCATION: Belfast

TERMS: Permanent role

THE JOB

Drive the retention of customers as they come out of contract meeting the company’s customer retention goals. Develop a culture of customer experience excellence through the delivery of an exceptional customer retention experience. Working in a fast-paced environment to address customer concerns during the contract retention cycle via multi-channel communication.

WHAT WILL YOU BE DOING?

• First point of contact for our existing customers when they are calling to either cancel their plan or are wishing to discuss the options that are available to them after receiving their renewal notice.

• Using initiative and customer service skills to understand the specific reason for the customer call

• Dealing with customer queries including being the first point of contact for pre-installation cancellation customers.
• Working on outbound campaigns as and when required
• Working to set KPI’s including save rate targets, conversion targets and hardware retention

• Use the features and benefits of what we provide, help our customers to see how we can help them, with the aim of the customer being retained and continuing their service with us.

• Accurately records and logs interaction with customers and updates account information accurately
• Quickly learns the functions of the system to log in and respond to customer issues

• Keeps sensitive information and financial records private and confidential

• Works with management to maintain best practices for efficient communication with customers

• Address customer questions about new products, services, promotions on sales

• Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience

• Willing to learn from management to properly apply company policy to customer solutions
• Having a broad understanding of ARPU and how it contributes to personal targets and the overall business target

• Contributes to bottom lines sales by increasing customer satisfaction
• Willingness to work various shifts patterns as and when the business requires

WHAT WILL YOU BRING?

Experience

• Customer Service Experience

• Experience working in results-oriented environment.

• Exceptional verbal and written communication skills

• Methodical approach to problem solving

• Experience working in Fast-Paced Environment

• Experience working in a team environment

• Demonstrable experience successfully addressing customer issues.

Ability

• Can work under pressure and to tight deadlines

• Can establish and maintain good customer relationships

• Excellent communication skills

• Ability to multitask.
• Attention to detail

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption. As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

To apply to join the Fibrus family, please do so online and our Recruitment team will be in contact with you once we’ve had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus