Retention Specialist

Impulse Recruitment are currently hiring for a Retention specialist for a large company based in D 22

This is a Full Time Permanent role and a great opportunity to join a large team

The role reports to the Sales &Customer Success Manager

Key Responsibilities:  

  • Handle high volume inbound & outbound calls, emails and webchats in an effective and efficient manner.
  • Handle customer issues and complaints in a manner that is empathetic, sensitive, and confident.
  • High conversion rates on campaigns for customer retention.
  • Provide feedback on trends/customer trends with providing key reports back to senior team to review and action.
  • Build and manage pipeline on CRM.
  • Deliver consistent performance through adherence to the appropriate processes.
  • Work within a team to meet and exceed individual/team performance targets including SLA’s.
  • Demonstrate initiative whilst operating within a team and set high standards of professionalism in all business dealings.
  • Analyse, evaluate and complete work in accordance with agreed standards and limits.
  • Liaise with other departments as necessary.
  • Carry out any other tasks or responsibilities as required in the role.
  • Ensure that the company’s culture is maintained by providing feedback to management on any customer service issues or concerns.
  • Ensure that the customer has an exceptional customer experience.

Skills Required:

  • Customer Relationship Management (CRM):
  • Proficiency in CRM software to track and manage customer interactions.
  • Ability to analyze customer data to identify retention opportunities.
  • Communication Skills:
  • Excellent verbal and written communication skills.
  • Ability to articulate value propositions and address customer concerns effectively.
  • Problem-Solving Abilities:
  • Strong analytical and critical thinking skills to identify root causes of customer dissatisfaction.
  • Creativity in developing and implementing retention strategies.
  • Empathy and Customer-Centric Approach:
  • Ability to understand and empathize with customers’ needs and concerns.
  • Commitment to providing a positive customer experience.
  • Data Analysis:
  • Proficiency in data analysis tools and techniques to monitor retention metrics and trends.
  • Experience with customer segmentation and targeting based on data insights.
  • Negotiation Skills:
  • Ability to negotiate and resolve conflicts effectively.
  • Skilled in offering solutions and alternatives that meet both customer needs and company goals.
  • Project Management:
  • Strong organizational skills to manage multiple retention initiatives simultaneously.
  • Ability to prioritize tasks and meet deadlines.
  • Technical Proficiency:
  • Familiarity with digital tools and platforms used in customer retention, such as email marketing and loyalty programs.
  • Basic understanding of web analytics and user behaviour tracking.
  • Sales Skills:
  • Experience in upselling and cross-selling to existing customers.
  • Ability to identify opportunities for increasing customer lifetime value.
  • Adaptability and Flexibility:
  • Willingness to adapt to changing customer needs and market conditions.
  • Flexibility to modify retention strategies based on feedback and results.
  • Team Collaboration:
  • Ability to work effectively with cross-functional teams, including marketing, sales, and customer support.
  • Strong interpersonal skills to build relationships within the organization.
  • Customer Feedback Management:
  • Experience in gathering and analysing customer feedback to improve services.
  • Ability to implement feedback loops to ensure continuous improvement.

Join a business that has a proven track record for training and development, internal promotion and progressing team members to the next stage of their career. • Career development and training opportunities

Salary Range: €30-€40k DOE plus commission. 

Monday to Friday

Work Location: In person

Job Category: Retention Specialist
Job Type: Full Time
Job Location: Clondalkin D 22

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