About the Company
BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We connect people, businesses and communities with our broadband, TV, mobile, and landline services, as well as providing IT solutions and cyber security expertise. Our mission is to build a better future by connecting people.
Job Description
Are you passionate about customer satisfaction and skilled at turning challenges into opportunities? BT Group is seeking a dedicated Remote Customer Retention Specialist to join our dynamic team. In this 100% remote role, you will be the key point of contact for customers considering cancelling their services, understanding their concerns, and providing tailored solutions to retain their business. This is a critical role in fostering long-term customer relationships and contributing directly to our success by saving valuable accounts.
Key Responsibilities
- Engage with customers who have expressed an intent to cancel services, identifying root causes for their decision.
- Actively listen to customer feedback and concerns, demonstrating empathy and understanding.
- Propose compelling solutions, promotions, and alternative service packages to address customer needs and prevent churn.
- Effectively communicate the value of BT Group's products and services.
- Document all customer interactions and outcomes accurately in the CRM system.
- Collaborate with other departments to resolve complex customer issues and escalate as needed.
- Meet and exceed individual and team retention targets and service level agreements.
- Stay updated on product knowledge, service changes, and competitor offerings.
Required Skills
- Excellent verbal and written communication skills.
- Proven ability to de-escalate difficult customer situations.
- Strong negotiation and persuasion abilities.
- Exceptional problem-solving and critical thinking skills.
- High degree of empathy and customer-centricity.
- Proficiency with CRM software and general computer applications.
- Self-motivated and able to work independently in a remote environment.
- Reliable high-speed internet connection and a dedicated home office space.
Preferred Qualifications
- Previous experience in customer retention, sales, or a similar target-driven customer service role.
- Experience within the telecommunications industry.
- Familiarity with BT Group's product and service offerings.
- Ability to adapt to changing priorities and fast-paced environments.
Perks & Benefits
- Competitive salary with performance-based bonuses.
- Comprehensive benefits package including health, dental, and vision insurance.
- Generous paid time off and holiday allowance.
- Employee discounts on BT products and services.
- Ongoing training and professional development opportunities.
- Supportive virtual team environment.
- Flexible working arrangements.
- Pension scheme.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Courierser Jobs. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Courierser Jobs does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.courierser.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.