SoHo Retention Specialist

Purpose of the position: Responsible for retaining a defined business customer segment, through a structured retention approach, aiming at achieving retention targets, implementing/promoting customer-oriented approach and promoting company brand. The retention process will be managed from fixed position in the office and customer contacts will be done over the phone.

Main Tasks:

• Negotiations and sales process (perform outbound calls).
• Follow the structured negotiation approach for retention purposes on a predefined customer base.
• Calling customers and selling or updating about the company’s products, services, or new launches mobile and fixed broadband.
• Build the offer according to the prior approved tools – identify and explain the proposition relevant to the customer needs, defining the advantages of our offer compared to competitors Close the deals and deliver results as per assigned targets.
• Follow the administrative processes (order records, equipment supplies, preparation of customer retention contracts) to provide the services to customers.
• Use the proper systems to record the retention activities.
• Direct the customer complaints to appropriate department for solution to guarantee customer satisfaction and to actively prevent customer churn.
• Responsible for signing the contract with the B2B customer on behalf of the company.
• Other duties as requested from the supervisor.

Education: University degree.

Experience and Qualifications: 1 year’s work experience in a relatively functional area.

Skills: 

• Excellent sales and negotiation skills.
• Good business sense.
• The ability to motivate and lead a team, ability to persuade and influence others.
• Excellent communication and strong interpersonal skills.
• Good planning and organizational skills. Initiative and enthusiasm. The ability to work calmly under pressure.
• Good report writing skills. Knowledge of advertising and sales promotion techniques.
• Foreign language skills are increasingly useful.