The main purpose of the position is to save and retain our current subscribers using suggestive sales techniques in order to achieve customer reconnection.
Representatives will be asked to use consultative sales skills to educate the customer on competitive pricing information and assist the customer in comparing and contrasting our products and services versus the competition. A customer-centric mindset is necessary in order to ensure long-term customer satisfaction
Responsibilities
Handle outbound disconnect/downgrade calls from existing customers
Responsible for skillfully retaining customers through positive relationship building
Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
Effectively transition from the save to upgrading the customer to additional products and services
Provide exceptional customer care across all call types including escalations, technical support and billing
Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence
Report customer problems to escalation departments to ensure customer satisfaction
Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
Provide explanation and interpretation of billing system information
Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
Qualifications
Experience over 1 year in a Retention / Churn team in a Telco company
Customer-centric mentality & passion for the customer
Must have ability to complete all work
Preferred Skills
Effective listening skills with high level of empathy
Effective verbal communication skills, including grammar and tone
Ability to probe and correctly identify customer needs/concerns.
Strong Problem solving ability
Exceptional sales skills in order to save and upgrade customers
Proven ability in objection handling techniques
Ability to deal with rejection
Manage confrontation and remain confident
Ability to provide complete customer service, overcome customer objections and retain customer’s.
