• Eir Customer Value Management Agent

    Posted Date 3 weeks ago(30/05/2018 12:44)
    ID
    2018-2166
    # of Openings
    3
    Job Locations
    IE-Dublin
    Category
    Customer Service/Support
  • Overview

    eir new logo

     

    CPM are currently recruiting for Customer Value Management Agents to work with our Eir Consumer and Small Business Channel

     

    The successful candidates will be making outbound calls to existing customers to retain their business & identify any opportunity to upsell additional eir products

    Effective objection handling during customer interactions will be required in order to increase save rate and achieve personal and team objectives

     

     

    Responsibilities

    • Outbounding existing customers to offer more effective plans to retain their services with eir
    • Updating CRM system to reflect what is discussed with the account holder
    • Processing any changes on the Billing system as agreed with the customer
    • Maintain high level of quality when processing cancellations to ensure data is captured without error
    • Taking end to end ownership of both sales & cancellations in order to comply with SLA and reduce cancellation levels where possible
    • Deliver excellent customer experience
    • Adherence to the customer contact strategy for cancellation exceptions and manual processes
    • Effective management of problematic customer calls to ensure the correct process is followed, while ensuring customers’ needs are met
    • Handling any objections highlighted by the customer
    • Implementation of registered manual controls – to include reporting, outbound calls to customers & cancellation of customer accounts

    Qualifications

    Knowledge & Experience/ Qualifications

    • Requires minimum 2 years relevant experience
    • Experience in the Telecoms industry & Telesales environment desirable
    • Proven ability to deliver targets within SLA
    • Flexibility regarding working hours a must.

     
    Key Skills

    • Excellent interpersonal and communication skills (verbal, written & Powerpoint)
    • Solution oriented
    • Target Driven
    • Respond well to change & new tasks, and maintain flexibility while keeping a focus on objectives
    • Broad knowledge of IT & CRM systems
    • Ability to work on own initiative and to deadlines
    • Superb attention to detail is a pre-requisite
    • Understanding the value customers experience represents in achieving objectives
    • Experienced and comfortable using excel to compile reports and interpret data

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