A results driven individual who thrives in a targeted telesales environment. The Retentions Specialist plays a key role in retaining customers and driving loyalty by offering tailored solutions and proactive service. This role focuses on booking sales appointments, arranging service car plans, handling live chat enquiries, and addressing customer concerns in a timely and professional manner.
Hours - 40
Salary - £27,010 Plus OTE Bonus
Key Responsibilities
- Customer Retention: Contact existing customers to discuss renewals, offer retention solutions, and identify opportunities to maintain long-term relationships
- Appointment Booking: Schedule sales appointments efficiently for both inbound and outbound enquiries, ensuring a smooth handover to sales teams
- Service Plan Setup: Arranging SCP renewals with existing customer bases. customers in understanding and setting up service car plans, including explaining benefits, pricing, and terms
- Live Chat Management: Proactively engage with customers via live chat, responding to sales enquiries with speed, accuracy, and professionalism
- Complaint Logging: Accurately log all customer complaints and concerns, ensuring escalation, and resolution as needed
- Post Sale Follow Up: Conduct follow-up calls and communications to ensure customer satisfaction post sale
Requirements
Skills and Competencies
- Excellent interpersonal and communication skills (verbal and written)
- Strong sales acumen with a customer-first approach
- Highly organised with the ability to manage multiple priorities
- Comfortable working in a fast-paced environment with KPIs and targets
- Experience handling objections and turning dissatisfied customers into loyal ones
- Empathetic, persuasive, and results-driven
Benefits
- A range of Mercedes Benz training and leadership programmes
- Refer a friend scheme - up to £1000
- Funded ongoing training and development
- Platinum Plus Rewards Scheme
- Colleague Car Purchase Scheme
- Eye care Vouchers
- Life Assurance (4 x annual salary)
- 31 days holiday (including bank holidays), rising to 38 days with length of service
- Wellbeing Support
- Company Pension
- On site gym
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