Customer Retention Executive

Description
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 role is 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.
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 Reward & Discount Platform
24/7 access to Employee Assistance Program through Health Assured
Access to on-going learning and development via our online learning platforms
Onsite parking available
Life Assurance Scheme

Work arrangement
No