At Culligan UK Limited, our focus is on delivering exceptional customer experiences that lead to long-lasting relationships. We are looking for a dedicated Customer Retention Executive to join our team and play a pivotal role in retaining our valued customers.
Role Overview:
As a Customer Retention Executive you will be responsible for engaging with customers who are considering leaving or have expressed dissatisfaction. The role focuses on delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.
This role is based on-site, Monday - Friday.
Hours: 08:45 - 17:00
Key Responsibilities:
- Proactively contact customers who have signaled intent to cancel or downgrade services, understanding their concerns and needs.
- Use empathy, problem-solving, and negotiation skills to retain customers by offering tailored solutions and alternatives.
- Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
- Build trust and rapport with customers through clear communication and a customer-first approach.
- Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.
- Work closely with Customer Service, Sales, and Product teams to address recurring issues and enhance customer experience.
- Ensure all interactions adhere to company policies and regulatory requirements.
- Maintain up-to-date knowledge of all Culligan products and services to effectively communicate benefits to customers.
- Utilise CRM systems to track customer interactions and retention strategies.
- Conduct follow-up communication with retained customers to ensure satisfaction.
- Promote the Culligan brand and values through positive engagement with customers.
Requirements
- Strong interpersonal and communication skills
- Excellent problem-solving and negotiation abilities
- Ability to remain calm under pressure and handle challenging conversations
- Customer-centric mindset with a passion for delivering exceptional service
- Analytical skills to interpret data and identify improvement opportunities
Benefits
- 23 days' holiday + Bank Holidays
- Company Pension scheme
- Company Sick Pay (after qualifying period)
- Cycle to Work scheme available
- Employee rewards and discounts
- Option to join Health Care Cash Plan
- 24/7 365-day access to Employee Assistance Programme through Health Assured
- Access to on-going learning and development with our online learning platform
- Free onsite parking
- Life Assurance