This is a high-volume outbound calling B2B sales role, focused on engaging with existing customers to renew their contracts and retain the products and services we supply them. A key requirement of the role is that all activity performed aligns to company’s values and sales behaviours, with a customer-centric focus maintained at all times.
Responsibilities of the role (What we want you to do)
- Take inbound and make outbound calls to customers looking to cancel their products and services, resolving their issues and retain and renew their products and services contracts.
- Promote, upsell and cross-sell additional products and services to our customers.
- Perform all activity within regulatory standards, GDPR and quality policies.
- Complete all reports, system and CRM updates in a timely and accurate manner.
- Develop a comprehensive knowledge of the company’s products, systems and processes.
- Create excellent working relationships across the company’s colleague community.
Success Measures (What success in the role looks like)
- Achieve all commercial targets in a consistent manner (month-by-month).
- Achieve all agreed activity targets.
- Operate within the companies quality guidelines.
- Achieve all objectives agreed with the Customer Retentions Manager.
- Receive above par scores from customer satisfaction surveys and internal feedback.
Skills (The personal capabilities needed to excel in this role)
- Good written and verbal communications skills, with an ability to adapt communication styles to individual customers.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of own work.
- The drive, resilience and focus required to win in a competitive commercial environment.
- A genuine interest in own development and learning needs, with the energy and desire to act on them to improve own performance.
- A professional and pleasant demeanour, with the desire to create good working relationships with both colleagues and customers.
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