Customer Service & Retention Advisor

SUMMARY:

• 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.