Customer Service Representative

Firstsource Solutions Ltd; East Midlands; On-site; GBP 40,000 - 60,000; Full time

Job summary

A vibrant customer service company in the UK is looking for a Retentions Advisor. In this permanent role, you will manage subscription cancellation requests and engage with customers to demonstrate value. The role requires strong communication skills and a proven background in customer service. Benefits include competitive pay, bonus opportunities, and various incentives. Enjoy a supportive team environment and a culture focused on progression and inclusion.

Benefits

Fortnightly pay

Bonus opportunities

29 days' holiday

Discounts in high-street shops and restaurants

Healthshield benefits

Qualifications

• Proven successful experience in customer service and retention.
• Great communicator in both voice and writing.
• Passion for people and aligned to deliver success.

Responsibilities

• Manage subscription cancellation requests through customer contacts.
• Engage with customers to support their needs.
• Work with peers for service improvements.

Skills

Customer service experience

Communicative skills

Self-motivated

Ability to handle complaints

Job description

Retentions Advisor in Partnership with The Telegraph

Salary: £12.33ph + Opportunity to earn up to £160 bonus P/M + Regular Incentives

Operational Hours: Monday to Saturday 8am - 6pm
Great work/life balance with No Sundays and 1 in 3 Saturdays

Job Type: Permanent/Full time only - 37.5 P/H

What will you be doing?

Your role sits in our retention team, where you will manage subscription cancellation requests through inbound customer contacts and outbound customer contacts at various stages of their subscription cycle. The purpose of the role is to empathise and engage with subscribers, using product knowledge and retention tools to make personalised recommendations that demonstrate the value of staying subscribed to the Telegraph

A typical day will look like:

• Time set aside each morning as a team to plan for success each day
• Interact through phone contacts, web chat and email with The Telegraph’s customers, understanding & supporting their individual needs, giving them great reasons to stay as customers
• Support your peers & team by sharing your experience and successes
• Time allocated to work with your manager and trainer on opportunities to improve service, skills and develop your future career

Who we are looking for?

• Proven successful experience in customer service and retention
• Great communicator in both voice & writing
• Have a passion for people, & strive to deliver success every day
• Experience of working to & achieving targets
• The ability to self-motivate & support and inspire your fellow customer retention professionals
• Prepared to go the extra mile to hit target
• Thrives on working in a challenging & fast paced environment
• Ability to effectively handle complaints by having good quality conversations

What’s in it for you?

• £12.33 PH with fortnightly pay
• Earn up to £160 bonus per month
• Lots of great incentives! (Chance to win a Holiday, Airpods or Ninja Air fryer!)
• Progression opportunities
• Free Digital Plus Subscription of The Telegraph
• 29 days' holiday (Inclusive of Bank Holiday allowance), increasing 1 day per year of service
• Refer a friend to work for us and you get £750!
• Healthshield - which includes optical and dental benefits
• Discounts in high-street shops and restaurants

About us

Firstsource is a people centric company and a vibrant place to work, serving over 100 global clients. We have a professional, high performing and dedicated work force. Our values are integral to our success and they are what make us different from the rest. Aspire, Achieve and Advance.

In joining the Firstsource family we strive to create a diverse and inclusive work environment for all our employees. Firstsource offer the opportunity to be involved in Diversity forums and for you to contribute to creating a truly inclusive workplace