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