Job Title: Retention Webchat Specialist
Location: [Location or specify if remote]
Company: [Company Name]
Job Type: Full-Time
Salary: [Salary Range]
About Us:
[Company Name] is a leading global BPO provider, committed to delivering exceptional customer service across various industries. Our dynamic and diverse team is dedicated to fostering growth and enhancing customer experiences. We are currently seeking a Retention Webchat Specialist to join our team in the UK, working in an international environment.
Role Overview:
As a Retention Webchat Specialist, you will be the key point of contact for customers seeking to cancel or modify their services. Your primary responsibility will be to engage with customers via webchat to resolve their concerns, provide solutions, and ultimately retain their business. You will work closely with other departments to ensure a seamless experience for our customers.
Key Responsibilities:
- Customer Engagement: Initiate and maintain engaging conversations with customers via webchat to address their concerns, provide information, and offer solutions.
- Retention Strategies: Implement retention strategies by understanding customer needs and offering tailored solutions to retain their business.
- Problem Resolution: Identify and resolve customer issues effectively and efficiently, escalating complex cases to appropriate departments when necessary.
- Documentation: Accurately document all interactions, including customer feedback and resolution details, in the CRM system.
- Performance Metrics: Meet and exceed performance metrics such as chat response times, resolution rates, and customer satisfaction scores.
- Collaboration: Work closely with other teams, such as sales and support, to ensure a cohesive approach to customer retention.
- Continuous Improvement: Provide feedback on customer trends and issues to help improve processes and enhance the overall customer experience.
Qualifications:
- Experience: Previous experience in a customer service or retention role, preferably within a BPO environment, is highly desirable.
- Skills: Excellent written communication skills with the ability to convey information clearly and persuasively via webchat.
- Customer Focus: Strong customer service skills with a focus on understanding and addressing customer needs.
- Problem-Solving: Ability to think critically and offer effective solutions to retain customers.
- Technical Proficiency: Familiarity with webchat software and CRM systems. Proficiency in Microsoft Office Suite.
- Adaptability: Ability to thrive in a fast-paced, international work environment with diverse customer interactions.
- Language Skills: Fluent in English, both written and spoken. Additional languages are a plus.
What We Offer:
- Competitive salary and performance-based incentives
- Comprehensive training and development programs
- Opportunities for career growth and advancement
- A supportive and inclusive work environment
- [Other benefits, e.g., health insurance, flexible working hours, etc.]
How to Apply:
Interested Candidates can call or WhatsApp on
Contact No : 919326479640
Email id : [Confidential Information]
