Retentions Agent

Primary role of CVM agents will is to take ownership of incoming and outbound cancellation, sales and house move requests. Agents must be passionate about delivering for our customers, genuinely interested in the industry and relish delivering in a fast paced environment. You will be required to be flexible in this position and must be prepared to undertake such other work as may be assigned to you by the company from time to time. Such work can be outside the area of your normal duties.

Specific Tasks/ Duties:

*  Responsible for ensuring KPI goals are met and/or exceeded on a daily, weekly, monthly, quarterly and yearly basis as set up by Manager.
* Identifying appropriate products and services to meet the full range of customer needs.
*  Handling live call transfers from other departments with customers requesting disconnection or moving house.
*  Outbound calls based on cases raised by other departments.
*  To deliver exceptional customer experience through verbal, written or digital communications and interactions.
*  Strive towards first time resolution and take ownership of all customer requests that come through to the CVM team.
*  Be pro-active with customer requests in terms of follow up and escalation.
*  Action sales escalation queries and complaints in line with departmental procedures.
*  Multitask and adapt to a fast paced environment.
*  Attend on going training sessions to increase product knowledge and save and sales skills.
*  Utilise established processes and procedures to facilitate smooth day to day operations.
*  Demonstrate creativity and initiative to increase performance on your team.
*  Demonstrate sales acumen and deliver against sales targets.

The Person:

*  Experience working in a commercial, sales/customer service environment.
*  Excellent IT skills
*  Exemplary performance record.
*  Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale.
*  Excellent verbal, written and problem solving skills.
*  Highly motivated person capable of working as an individual or as part of a focussed and committed team.
*  Proven ability to operate flexibly and pro-actively in a complex and dynamic working environment.
*  Excellent organisational, communication and interpersonal skills.
*  Demonstrates problem solving and troubleshooting skills.
*  Demonstrates ability to achieve demanding sales and service targets.