Retentions Advisor

As a Retentions Advisor, you'll engage with customers who are considering cancelling or changing their service. Your role will be to understand their reasons, identify the best possible solution, and confidently demonstrate the value of remaining a customer.

Your responsibilities will include:

• Handling customer retention and cancellation enquiries professionally and confidently.
• Understanding the reasons customers are considering leaving and identifying opportunities to retain their business.
• Building rapport quickly through active listening, empathy, and effective questioning.
• Using strong negotiation, persuasion, and objection-handling techniques.
• Presenting relevant retention offers and solutions based on individual customer needs.
• Clearly communicating the value and benefits of products and services.
• Identifying opportunities to resolve customer concerns before they result in cancellation.
• Taking ownership of challenging customer conversations and working towards positive outcomes.
• Balancing customer needs with commercial objectives.
• Accurately updating customer accounts and recording outcomes across multiple systems.
• Following company processes, compliance requirements, and quality standards.
• Achieving individual and team retention, quality, productivity, and customer experience targets.
• Working closely with your Team Leader and colleagues to continuously improve performance.
• Contributing to a positive, supportive, and high-performing team culture.

What We're Looking For

We're looking for individuals who are confident communicators, commercially aware, resilient, and comfortable having challenging customer conversations.

You should enjoy understanding what motivates customers and finding solutions that encourage them to remain with the business.

Essential Requirements

• Previous experience in customer retention, sales, customer service, or a contact centre environment.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and objection-handling abilities.
• Confidence discussing cancellations and working to retain customers.
• Ability to build rapport and establish trust quickly.
• Strong questioning and active-listening skills.
• Ability to remain calm and professional during challenging conversations.
• Strong problem-solving and decision-making skills.
• Good computer literacy with the ability to navigate multiple systems.
• Comfortable working towards retention and performance targets.
• Resilient, positive, and motivated by achieving results.
• Ability to work effectively in a fast-paced, target-driven environment.

Advantageous

• Previous experience in a dedicated retentions, cancellations, loyalty, or save-team environment.
• Contact centre or BPO experience.
• Experience working towards retention, conversion, quality, or customer experience KPIs.
• Experience using CRM or customer management systems.
• Previous sales or commercially focused customer service experience.