Customer Retention Agent

5 Days Old

Location: Reigate Salary: £28,500 - £31,000 The Customer Retention Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals. Key Tasks: Manage customer tickets frominitialcontact through to resolution in line withSLAs for customer service, billing, andcontract-relatedenquiries. Handle customer complaints professionally, ensuring customers feel listened to and supported. Liaise with internal teams and external suppliers to resolve customer issues efficiently. Takeend-to-endownership of customers reducing or partially ceasing services. Captureaccuratereasons for service reduction to support churn insight and reporting. Calculate and apply relevantmid-termcharges in line with contract terms. Maintainaccuraterecords across CRM, billing, and service platforms. Calculate Balance of Contract (BOC) charges and applicable cease charges accurately. Coordinatefull-servicecessations across all internal systems and with relevant carriers and suppliers. Confirm customer billing is stopped accurately and at the correct point. Investigate a...
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Location:
Reigate
Salary:
£30,000
Job Type:
FullTime
Category:
Customer Service & Support

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