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DATE ADDED: Fri 22/11/2019

Customer Retention Advisor

Norwich, UK


JOB TYPE: Permanent, FullTime

SALARY: 18000 - 30000

Customer Retention Advisor Reporting To: Sales Operations Manager Department: Sales, Norwich Office Contract: Full-time, Permanent (Mon-Fri 9am – 5pm) Salary: £18,000 - £19,000 realistic OTE £30,000 with bonus paid monthly in arrears Benefits: Pension, Health Plan, 5 weeks’ holiday, plus birthday day off, plus 8 paid Bank Holidays, Gym discounts, uncapped commission. About us Operating in the UK since 1993 QMS International provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for 25 years, with the aim of ‘making businesses better’. Our growth plans are ambitious. Our customer base has grown significantly over the past few years and this growth will continue – that’s where you come in. Primary Functions
• To manage the retention of our customer base to ensure that we continue to grow year on year. To provide advice and guidance to customers who express an interest in cancelling or renewing their certification contract; focus being to ‘winback’ customers expressing a wish to cancel and ‘renew’ customers at the end of their current certification contract.
• You will also proactively provide customer feedback data regarding the service provided in order to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.
• Responsible for representing the company in a professional manner at all times and for maintaining the company CRM records appropriately to accurately reflect customer data and issuing relevant contractual correspondence to clients. Required skills & experience:
• Excellent communicator
• Resilient, adaptable, strong organisation skills with the ability to multi-task / prioritise appropriately
• Must have proven retention and customer service experience
• Problem solving skills with the ability to think on their feet
• Work autonomously
• Be able to make decisions where necessary to drive performance
• Previous B2B experience
• Computer literate; previous experience of working with salesforce an advantage
• Must be driven to meet targets
• Have excellent verbal and written communication skills
• Strong negotiation and improvisational skills
• Knowledge of ISO Certification advantageous, but not essential If you think you could add value to our business, get in touch by clicking ‘Apply’ now. We may be unable to respond to all applications directly, due to high volumes of applicants. If you have not heard from us in 3 weeks, please assume that your candidacy has been unsuccessful this time.