What you will do
Based within our vibrant Customer Support Centre in Central Manchester, our Retention Advisors are the first point of contact for all our Fire Suppression customers who want to cancel the service. Our retentions advisors pride themselves on using exceptional customer service skills alongside strong commercial acumen to resolve customer issues and retain their contracts. You'll use a variety of tools to create bespoke offers which meet customers' needs whilst engaging with stakeholders across the business to drive improvements in process, products, and systems. Working within a team of experts where each member of staff is rewarded with on-going training, cross-skilling, and fantastic career progression opportunities, you will become a product and brand expert enabling you to forge a lasting and rewarding future with a market-leading brand in a secure and expanding marketplace.
How you will do it
- Use data and insights to work with our existing customers and ensure their relationship with JCI continues.
Embodying our customer focus priorities, you will truly understand your customer and will identify any further products or solutions that would elevate their customer experience
Using data available, you will proactively manage customer relationships to ensure longevity and loyalty
Act as first point of contact for any customers who have any level of dissatisfaction with the service they have received.
Identifying emerging issues from retention conversations with customers, establishing trends and patterns and escalating as appropriate.
Act as an effective channel of information and provide support to internal customers in all matters regarding customer contracts.
Maintain your knowledge of our products and services to deliver an excellent customer experience creating opportunities and making us the partner of choice
Promoting current JCI features and benefits, marketing offers, retention opportunities, maximizing conversion
Demonstrable ability to communicate, present and influence key stakeholders
What we look for
- Must have a "customer first" attitude and be service oriented, friendly and possess a positive attitude
Strong sense of urgency, follow-through, and attention to detail
Competent at prioritizing workload to achieve KPI's
E xcellent decision making and organization skills
Contract Negotiation skills
A consultative approach, able to influence others to support objectives
A track record of achieving targets, goals, and objectives
- Experience in building strong customer relationships.
Possess excellent data handling and precise keyboard skills - competent with email, MS Word and Excel software.
Ability to communicate in an effective and influential way.
An enthusiastic, passionate, and highly motivated person who demonstrates professionalism and a positive can-do attitude
- Knowledge and experience with fire suppression products
Significant experience in both sales and customer service