Retentions Specialist

LSH Auto UK Limited; Stockport; On-site; GBP 24,309 - 29,711; Full time

Benefits offered by this job

Mercedes Benz training and leadership programmes

Refer a friend scheme - up to £1000

Funded ongoing training and development

Colleague Car Purchase Scheme

Eye care Vouchers

Life Assurance (4 x annual salary)

31 days holiday, rising to 38 with length of service

Wellbeing Support

Company Pension

On-site gym

Job summary

A leading automotive services company is seeking a driven Retentions Specialist to enhance customer loyalty and retention. This position entails booking sales appointments, managing live chat enquiries, and resolving customer issues effectively. Ideal candidates will possess strong sales skills, exceptional communication abilities, and be adept in fostering customer relationships. You will enjoy a competitive salary package with a range of company benefits, including training and a generous holiday allowance.

Qualifications

• Proven ability to manage multiple priorities in a fast-paced environment.
• Exceptional verbal and written communication skills essential.
• Demonstrated experience in maintaining customer loyalty and satisfaction.

Responsibilities

• Contact existing customers to discuss renewals and retention solutions.
• Schedule sales appointments for both inbound and outbound enquiries.
• Manage live chat engagements and handle customer queries efficiently.

Skills

Excellent interpersonal and communication skills

Strong sales acumen

Highly organised

Comfortable working in a fast-paced environment

Experience handling objections

Empathetic and persuasive

Job description

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
• Wellbeing Support
• Company Pension
• On site gym