Customer Service & Retention Advisor

SUMMARY:
ATM Group is expanding our customer service operation and we're looking for passionate Customer Service & Retention Advisors to join our growing team.
This is an exciting opportunity for individuals who are committed to delivering exceptional customer experiences while building long-lasting customer relationships. If you enjoy helping customers, solving problems, and using your communication skills to retain and support customers, we'd love to hear from you.
 
What You'll Be Doing
As a Customer Service & Retention Advisor, you'll be responsible for delivering outstanding customer service while identifying opportunities to retain customers, resolve enquiries, and provide tailored solutions that meet both customer and business needs.
Your responsibilities will include:

• Handling inbound customer enquiries professionally and efficiently.
• Assisting customers with account enquiries, product information, billing queries, and service requests.
• Building strong customer relationships through empathy, active listening, and effective communication.
• Understanding customer needs and providing personalised solutions.
• Identifying customers who wish to cancel or change their service and proactively working to retain their business.
• Using effective negotiation and objection-handling techniques to reduce customer churn.
• Presenting appropriate retention offers and solutions that deliver value to the customer.
• Resolving customer concerns and complaints with professionalism and ownership.
• Promoting customer loyalty by educating customers on the benefits and value of our products and services.
• Accurately updating customer accounts and maintaining detailed records across multiple systems.
• Following company processes, compliance requirements, and quality standards.
• Achieving customer service, quality, productivity, and retention targets.
• Working collaboratively with your Team Leader and colleagues to deliver exceptional customer experiences.
• Contributing to a positive, supportive, and high-performing team culture.

POSITION INFO:
What We're Looking For
We're looking for individuals who are passionate about customer service, enjoy helping people, and can confidently build relationships while delivering positive outcomes.
Essential Requirements

• Previous experience in a customer service, contact centre, sales, or customer retention environment.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Effective negotiation and objection-handling skills.
• Ability to remain calm and professional when handling challenging customer conversations.
• Strong problem-solving and decision-making skills.
• Good computer literacy with the ability to navigate multiple systems.
• Ability to work in a fast-paced, target-driven environment.
• A positive attitude with a genuine passion for delivering exceptional customer service.

• Previous experience in a customer retention or loyalty environment.
• Experience working towards customer service, quality, and retention KPIs.
• Experience using CRM or customer management systems.
• Previous experience within a BPO or contact centre environment.

• Is passionate about delivering exceptional customer experiences.
• Builds trust and rapport with customers quickly.
• Listens actively and communicates with confidence and empathy.
• Takes ownership of customer enquiries and follows them through to resolution.
• Remains resilient and composed during challenging conversations.
• Enjoys solving problems and finding the best outcome for both the customer and the business.
• Thrives in a fast-paced, customer-focused environment.
• Works collaboratively and contributes positively to the success of the team.
• Takes pride in achieving performance targets while maintaining high-quality customer interactions.

• Monday to Friday: 09:30 – 20:30
• Saturday: 08:45 – 17:00
• Sunday: 10:00 – 17:00

• Comprehensive onboarding and training.
• Ongoing coaching and development.
• Career progression opportunities.
• A collaborative and supportive team culture.
• The opportunity to work with globally recognised brands.
• Exposure to a fast-paced, international BPO environment.