Customer Service Advisor / Retention Agent
External
The Guardian · AltrinchamPrepare for this interview
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Responsibilities
- Your duties as the Customer Service Advisor / Retention Agent include:
- Responding to Retention Enquiries: Handling inbound calls from customers considering cancelling or changing services
- Understanding Customer Needs: Identifying concerns, motivations and reasons for contact
- Re-contracting and Upgrades: Discussing renewal options, packages and promotional offers
- Customer Retention: Using negotiation and objection handling to retain customers and reduce churn
- Moving Home Support: Assisting customers with transferring services to new addresses
- Case Management: Managing complex cases and providing regular customer updates
- Commercial Awareness: Balancing customer satisfaction with revenue protection and business outcomes
- System Administration: Updating CRM systems, processing changes and recording accurate data
- CANDIDATE REQUIREMENTS
- A friendly and confident communicator with strong interpersonal skills
- Previous experience in a retention, telesales or customer service call centre role
- Telecommunications experience is highly desirable
- Experience handling objections, complaints or difficult conversations
- Strong negotiation skills and a results-driven approach
- Good IT skills with experience using CRM systems and databases
- GCSEs in English and Maths or equivalent
- Comfortable working in a phone-based environment on a rota including weekends and Bank Holidays
Benefits
Additional Information
Customer Service Advisor / Retention Agent Join a growing fast-growing fibre broadband provider as a Customer Service Advisor / Retention Agent supporting customers who are thinking of leaving, moving home or changing their package, while delivering excellent customer service and strong commercial outcomes. If you've also worked in the following roles, we'd also like to hear from you: Retention Advisor, Loyalty Advisor, Contact Centre Sales Advisor, Customer Retention Advisor, Telesales Executive, Telecommunications Executive, Customer Retention Specialist, Customer Service Agent, Contact Centre Adviser, Customer Relationship Executive, Customer Relationship Advisor SALARY: £26,228 per annum plus Commission: £5,000 OTE + Benefits LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday) JOB TYPE: Full-Time, Permanent WORKING HOURS: 37.5 Hours Rota Based (Monday to Friday 8am-6pm, plus every other Saturday 10am-5pm) ** Multiple Jobs Available** JOB OVERVIEW We have a fantastic new job opportunity for a Customer Service Advisor / Retention Agent to join a fast-growing telecommunications organisation. As a Customer Service Advisor / Retention Agent you will manage inbound customer enquiries, using strong communication, negotiation and customer service skills to retain customers and recommend suitable broadband packages. The Customer Service Advisor / Retention Agent will play a key role in reducing churn, improving customer loyalty and protecting revenue through effective objection handling, relationship management and commercial awareness. You will work within a busy call centre environment, supporting customers with cancellations, home moves and package changes while delivering a positive customer experience. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review.
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