Description:
Job Description
Join an exciting company that is going through aggressive growth and seeking a passionate Customer Experience & Retention Officer. This position reports to the Sales & Retention Manager and is available in Adelaide.
About the Role:
- The Customer Retention Officer is a key role within our Direct business unit focusing on customer experience and satisfaction. You will be a ‘Uniti’ brand and product ambassador with excellent presentation and people skills
- This role is unique and requires various degrees of customer engagement and commitment depending on the customer type with the right applicant being skilled in both retaining customers and providing World Class Customer Experience
- Your excellent attention to detail, disruptive thinking and challenger mentality means you can move quick and thrive in an ever-changing and fast paced environment. Ultimately, your amazing skills, can-do attitude and personality will help make Uniti an even better place to work
Responsibilities include but not limited to:
- Understanding and shaping customer needs, with a prime focus on getting it right the first time for the customer
- Provide a professional and courteous customer service to all enquiries and communications in line with policies and agreed timeframes
- Ensuring all efforts are made to retain customers who are cancelling by offering suitable solutions
- Analyse customer feedback and develop new techniques to customer retention
- Progress all complaints regarding outages and service issues to relevant support team and ensure follow up is completed
- Provide feedback to sales and customer service on consumer sentiment in regard to brands and products
- Ensure all responses are within brand tone and consistent with broader brand messages and positioning
- Perform customer negotiations and reach a fair conclusion from both business and customer perspectives
- Create, optimise, and evolve retention strategies
About you:
The ideal person for this role will have/be:
- Previous telecommunication experience, preferably in retention and cross selling with exceptional customer service skills
- Excellent oral and written communication skills
- Problem Solver with strong attention to detail
- Self-starter who can manage targets/priorities and their time effectively
- Excellent negotiation skills
- Ability to work with a range of different stakeholders both internally and externally
- Adaptable and able to work in a dynamic changing environment
- Team player able to work effectively as part of a team and share knowledge and skills toward achieving a common goal
- A positive "can-do" attitude, flexible and adaptable in a consistently developing environment