Customer Retention Specialist

Company: Hinduja Global Solutions
Location: Dalton
Posted on: January 16, 2022

Job Description:

CustomerRetention Specialist

JOB SUMMARY Delivering extraordinary customer service and support to customers who may be at risk of cancelling their account. This position involves listening, probing, and creativity to assist with finding the customer's true needs. Success in this role drives up customer loyalty, annual spend, and the achievement of our client's brand promise! If you possess strong customer service skills, excellent communication skills and a desire to be empowered to find solutions that prevent customers from cancelling their accounts, then we encourage you to consider this role. KEY JOB RESPONSIBILITIES

Must be able to articulate the value of products

Ability to find the right fit for a customer with a product that fits their everyday lifestyle

Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment

Consult customers to understand their needs and tailor unique solutions for each customer, reinforcing benefits of membership, providing relevant product offers that deepen customer engagement and results in measurable value for the customer

Continuously improve on key selling skills, including building rapport, understanding customer needs, and handling objections

Address general and account specific customer inquiries

Provide clear and concise information

Update customer account information as needed

Use provided tools and resources to identify custom solutions and anticipate customer needs

Meet or exceed all performance metrics JOB REQUIREMENTS Minimum Education and Experience High School diploma or GED equivalentAssociates degree in business administration or marketing preferred Must have contact center experience (1 year minimum requirement) plus proven retention/sales experience

Preferred 6 months minimum consultative sales experience

Prior customer service experience, in a sales environment (1 year minimum requirement)

Card product knowledge is a plusAbility to understand the true needs communicated by customers via phone and to clarify with questions or statement as necessary to gain a clear understand of these needsStrong listening/comprehension skillsExcellent written and spoken ability in the English language Ability to define goals and program measurementsPositive, confident, and outgoing attitudeProficient use of PCsStrong flexibility and adaptability to manage multiple tasksAbility to deal with change on a regular basisEffective Time ManagementPunctual and Dependable, with ability to work evening and/or weekend shiftsProven success in a fast-paced environment, with a passion for building customer loyalty by having consultative conversationsMust possess superior interpersonal skills to create rapport instantly Location: Dalton, GA - 30722

Keywords: Hinduja Global Solutions, Chattanooga , Customer Retention Specialist, Other , Dalton, Tennessee