Skills

Communication Negotiation Problem-solving Sales Customer Service CRM Analytical Skills

Job Specifications

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 is a 12 month Fixed Term Contract role, 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

About the Company

Waterlogic has combined with Culligan to provide innovative and high-quality water solutions. Our mission as one Culligan is to provide better water for everyone. We supply a wide range of products and services for all sectors across the UK. Know more