Customer Retention Specialist

Job Description

As a Customer Retention Specialist in Inverness, you'll be the crucial link between our customers and our services. You’ll work to resolve customer queries, enhance their experiences, and promote retention strategies that benefit both the customers and the company.

Responsibilities

• Create targeted campaigns to re-engage lapsed customers.
• Utilise CRM systems effectively to track customer interactions.
• Mentor junior staff members on customer engagement techniques.
• Identify and escalate the more complicated issues to the relevant departments.
• Regularly update customers about new services and promotions.
• Assist in developing training materials for improved service delivery.

Requirements

Education

• Relevant customer service qualifications

Experience

• Experience in a customer-facing role preferred.

Technical Skills

• Microsoft Office Suite
• Email Marketing Tools

Soft Skills

• Teamwork
• Empathy

Languages

• English: Fluent

Advantageous

• Experience in digital marketing: Experience in online customer engagement tactics is a plus.
• Familiarity with customer feedback tools: Understanding of tools used for collecting and analysing customer feedback.

Benefits

• Competitive salary and performance bonuses
• Comprehensive health and dental plans
• Generous holiday allowance
• Opportunities for professional development

Company Culture

• Inclusivity: We promote a diverse workplace that values every individual's contribution.
• Continuous Improvement: We emphasise personal and team development through training and workshops.
• Customer-focused: Our culture revolves around meeting customer needs and expectations.