We are currently seeking a dedicated and persuasive individual to join our team as a Retention Specialist. The primary responsibility of this role is to engage with clients who are considering leaving our services and employ effective retention strategies, including special offers, to ensure maximum client retention. This position offers uncapped commission and a vibrant, friendly work environment.
Liquid Friday is a modern fast paced environment and change is a way of life and you’ll be in the thick of it helping us to drive forward its ambition to really challenge the industry.
- Proactively reach out to clients who are considering discontinuing our services, using phone calls and other communication methods to understand their concerns and reasons for leaving.
- Employ persuasive and empathetic communication techniques to address client concerns, highlight the value of our services, and present compelling retention offers and solutions.
- Tailor special offers and incentives based on client needs, preferences, and the company’s guidelines to encourage clients to stay with our services.
- Collaborate with the sales and customer service teams to gather insights and leverage strategies to maximise client retention rates.
- Maintain accurate records of client interactions, retention offers presented, and outcomes in the company’s CRM system.
- Meet retention targets and key performance indicators (KPIs) while delivering exceptional customer service and support.
- Adhering to processes and procedures all service related matters and escalating upwards as appropriate
- Contribute towards projects designed to improve the service offered by the business
- Any other ad hoc duties as required
- Previous experience in a retention, customer service, or sales role, particularly in a phone-based environment, is highly advantageous.
- Excellent communication and interpersonal skills with the ability to build rapport and influence clients effectively over the phone.
- Strong negotiation and persuasion abilities to creatively present retention offers and solutions.
- Empathetic approach towards understanding client concerns and needs.
- Ability to work independently and collaboratively in a team-oriented environment.
- Proficiency in using CRM software and other relevant computer applications.
- Positive attitude, resilience, and the ability to thrive in a fast-paced, target-driven environment.
Equal Opportunity Statement:
At Liquid Friday, embracing diversity in all its forms and fostering an inclusive environment for all people to do the best work is important to us. This is integral to our vision of “Building a better workforce world”.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
At Liquid Friday, we take inclusion and diversity seriously. We know that getting this right is critical for us to live our organisation’s values of Getting It Done, Respecting Others & Focusing on Growth.
What do we offer?
- Stunning Head Office Environment
- Ample Free Parking
- Paid Training
- Team Bonus, rewarding success for the both the individual and the Team
- Real career progression
- Liquid Perks an industry leading employee benefits package
- Regular Social Events
- Minimum of 23 Days Holiday plus Bank Holiday
- Closed Bank Holidays
- Overtime Availability