The primary function of this role will be to deliver exceptional customer service over the phone with the aim of deepening customer loyalty, advocacy and retention and responding to calls in a timely manner. The retention specialist plays a crucial role in educating customers and implementing objection handling techniques, to build customer relationships and increase customer satisfaction.
Job Description
Key Accountabilities
Customer service – Complete inbound and outbound calls to clients and address their needs, complaints, or other issues with products as required. Proactively engage via various channels to ensure customer education is supported, cancellation concerns are addressed and customer satisfaction is increased.
Problem solving – Have quality customer discussions to uncover the core reason the customer is looking to discharge their policy, with outcomes structured around to add value and benefit while retaining the customer relationship.
Negotiation – Utilise proactive persuasive/retention skills to turn requests for disconnection into saves or opportunities.
Quality Assurance – Ensure compliance to all legislation, policy and procedure and codes of conduct.
Key Responsibilities
Communication – Engaging in active listening with customers, confirming or clarifying information and dealing with difficult phone calls, as required.
Stakeholder management – Building lasting relationships with clients and other call centre team members based on trust and reliability.
Continuous Improvement – Taking part in training and other learning opportunities to expand knowledge of company and position.
Delivery focus – Understanding and striving to meet or exceed all metrics and KPIs while providing excellent consistent customer service.
Resilience and Patience – Some customers may be upset or frustrated. It's important to remain patient and resilient when dealing with challenging situations.
Sales Skills – Retention often involves negotiating with customers to keep their policies. Sales and influencing skills can be beneficial for assisting customers in understanding the value of their insurance.
Culture Champion – Like all NobleOak roles, this role must be a strong ambassador and champion of the NobleOak high-performance culture and brand values. Always displaying positivity, energy and integrity, taking responsibility for actions and building on a positive and engaging diverse team dynamic. Our values and culture are outlined on the back page is this document.
Desired Skills and Experience
Capabilities
Strong focus and commitment to providing quality customer service over the phone.
Strong communication and interpersonal skills characterised by patience, clarity and empathy at a personal, written and telephone level.
Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome.
Ability to develop and maintain positive working relationships with internal stakeholders.
Organisation and time management skills to establish priorities and meet deadlines.
Ability to work in a fast-paced environment with changing and sometimes conflicting priorities.
Self-motivated with the ability to maintain productive and efficient output levels at all times.
Good listening skills and the ability to work under pressure.
Strong attention to detail.
Experience & Qualifications
Demonstrated experience in a busy customer focused environment.
Demonstrated experience in front office call centres, administrative or customer service role.
