Customer Retention Specialist
Skills
ArrangingCancellationsComputer LiteracyCustomer RetentionIT EscalationInsuranceInvestigation
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Previous experience in a customer retention environment
- Passion for providing great customer service
- Good initiative and problem solving skills
- Ability to overcome objections and drive positive resolutions
- Excellent communication skills including questioning and listening
- Good computer skills and ability to navigate in-house systems
- Confident communicator
Nice to have
- Enthusiastic
- Customer focused
- Confident
- Supportive
- Problem solver
Day to day
- Handle inbound and outbound retention and renewal calls to maximise policy retention and renewal outcomes
- Listen carefully to customer concerns and fact find changes to policy details and circumstances
- Use training and internal systems to recommend the most suitable products and pricing while maintaining accurate policy records