Soho Business Retention Specialist

Description:

We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen.
We encourage our employees to face their weaknesses, to really open themselves up to new challenges and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as a SoHo Business Retention Specialist
As a member of the Soho team you will utilize a combination of analytical thinking, sales & customer experience skills to ensure all existing customers receive the highest quality service and to ensure we retain and cross sell to our existing customer base.

What else it involves
Handle all inbound calls in a timely and effective manner
Identify customer’s needs, clarify information, and provide solutions or alternatives to customer queries
Outbound calling to retain & grow accounts in the existing Soho customer segment
Complete outbound calling campaigns to both retain and cross sell into the Soho customer segment
Use of telephony platform to drive outbound activity on campaign-based leads
Seize opportunities to cross sell core products as well as our more than mobile suite of products
Identify customer’s needs, clarify information, and provide solutions or alternatives to customer queries
Utilize salesforce through all engagements with customers
Manage all pipeline through salesforce effectively
Exceed all monthly sales and retention targets
Build sustainable relationships by going above and beyond for your customer
Align with Three Sales Methodology to collaborate effectively with sales specialists in order provide value to our customers through our 3CS portfolio.
Capture all key customer information on any engagement such as industry type and ensure marketing permissions are up to date to drive future engagement
Ensure that Customer Satisfaction targets are achieved on a continuous basis.
Make recommendations on upgrades, features, plans and accessories as per the requirement of the clients
Create, manage, and keep pipeline up to date via use of salesforce

The skills we're looking for
Proven track record in B2B sales environment preferred but not essential
Excellent phone skills and the ability to meet customer expectations where possible
Good teamwork skills and proactive approach to teamwork and sharing workloads
A willingness to actively engage in transformation for future e.g. AIA Engage & Finesse’
Have a drive for self-development
Excellent negotiation skills
Experience working in a high-volume contact centre an advantage
Negotiation and the ability to reach agreement
Excellent communication skills, both verbal and written
Good organisational skills and the ability to multitask
Exceptional customer experience skills
Ability to work in a fast-paced environment
Strong listening skills and sales skills
A data centric mindset & data accuracy

Benefits of Working at Three
Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home (2/3 days per week office based) for the office location of this role please see job description
Competitive salary, commission & pension contribution
25 days holidays plus 2.5 company days
Annual Leave buy or sell (buy or sell up to 5 days AL each year)
Healthcare Insurance through our flexible benefits programme
Life assurance, phone & laptop, subsidized canteen
Access to learning & development tools such as LinkedIn Learning