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
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