Customer Retentions Specialist
Job Description
- Previous experience in a similar retentions or sales role.
- Serve as the primary point of contact for customer issues, using critical thinking to provide timely and effective resolutions.
- Analyse the root cause of customer issues and implement remedial actions to prevent recurring problems.
- Collaborate with various internal teams to support the timely resolution of customer queries.
- Develop and maintain extensive knowledge of all company products, processes, and procedures.
- Manage a targeted approach to customer retention, adhering to agreed-upon service level agreements (SLAs) and performance metrics (KPIs).
- Significant experience in a contact centre, customer service, or an administrative role.
- A strong negotiator with the tenacity and confidence to challenge and influence team success.
- Proven analytical and investigative skills to identify root causes and implement solutions.
- Strong written and oral communication skills with the ability to build effective customer relationships.
- Proficiency with Microsoft Office or G-Suite applications.
- Ability to work as a flexible, customer-first team player.
- Consistent Schedule: Monday to Friday, with operational hours being between 8am & 6pm
- Competitive Salary
- Hybrid working: Split your time between the office and home
- Generous Leave: 23 days annual leave + bank holidays, increasing with length of service
- Private Medical Insurance
- Confidential Employee Assistance Program (EAP) for you and your family's health and life needs
- Generous pension scheme, with Iron Mountain contributing 6.5%
- Life Assurance covering four times your annual salary
- Range of voluntary benefits like Dental Insurance, a Bike to Work scheme, fitness membership discounts, and an Electric Vehicle Scheme
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
At Iron Mountain, our Customer Care team is crucial to our client relationships. We are the main point of contact for our diverse customer base, providing outstanding service and ensuring their needs are met with precision. This involves resolving inquiries, processing requests, and offering solutions for our secure storage, information management, and logistics services. You'll be key to maintaining high customer satisfaction and delivering the quality our clients expect.
We are currently seeking an experienced Customer Retentions Specialist to join our team in Livingston. This is a hybrid position, where you will work 2 days a week in the office, and 3 at home.
Job summary
In this pivotal role, you will act as a subject matter expert, using your knowledge of our business, products, and systems to investigate and resolve customer issues while proactively identifying and implementing retention solutions. You'll play a critical role in preserving and growing our customer base by ensuring a seamless, positive experience, mitigating account closures, and reinforcing the value of the Iron Mountain brand.
Your role in our mission:
- Serve as the primary point of contact for customer issues, using critical thinking to provide timely and effective resolutions while promoting a "customer first" approach.
- Analyse the root cause of customer issues and implement remedial actions to prevent recurring problems and mitigate the risk of account closure.
- Collaborate with various internal teams to support the timely resolution of customer queries and ensure a professional flow of communication.
- Develop and maintain extensive knowledge of all company products, processes, and procedures to act as a subject matter expert across all business functions.
- Manage a targeted approach to customer retention, adhering to agreed-upon service level agreements (SLAs) and performance metrics (KPIs).
Valued skills and experience:
- Significant experience in a contact centre, customer service, or an administrative role.
- A strong negotiator with the tenacity and confidence to challenge and influence team success.
- Previous experience in a similar retentions or sales role would be an advantage
- Proven analytical and investigative skills to identify root causes and implement solutions.
- Strong written and oral communication skills with the ability to build effective customer relationships.
- Proficiency with Microsoft Office or G-Suite applications.
- Ability to work as a flexible, customer-first team player.
What's in it for you?
- Consistent Schedule: Monday to Friday, with operational hours being between 8am & 6pm
- Competitive Salary Rewarding your expertise and dedication.
- Hybrid working: Split your time between the office and home
- Generous Leave: 23 days annual leave + bank holidays, increasing with length of service.
- Your Well-being First: We offer Private Medical Insurance and a confidential Employee Assistance Program (EAP) for you and your family's health and life needs.
- Secure Your Future: Benefit from our generous pension scheme, with Iron Mountain contributing 6.5%, plus Life Assurance covering four times your annual salary.
- Perks for Your Lifestyle: Enjoy a range of voluntary benefits like Dental Insurance, a Bike to Work scheme, fitness membership discounts, and an Electric Vehicle Scheme.
Category: Customer Support
