We are looking for a Customer Retention Specialist to work as part of our Customer Experience team, to help improve service bookings by ensuring the customers we have worked so hard to acquire stay with us, have a great customer experience, and continue to get value from our products.
As a Customer Retention Specialist with Yeomans Toyota Worthing, you will help look for opportunities to re-engage customers to attract them back; you’ll help market to current customers after a sale, and help build our overall strategy for customer retention. Our ‘One Team’ approach ensures that we all meet all customer needs and wishes, from the purchase of a new or used vehicle, throughout the lifetime of that vehicle, providing seamless support to enable total customer ownership.
We are all Brand Ambassadors and live and breathe the Toyota brand and values; we are by nature passionate about the products and services that we offer. Joining us as a Customer Retention Specialist offers you the opportunity to develop your career with one of the world's most prestigious companies and work alongside some of the industry’s best talent.
Does this sound like you?
* Excellent customer service and communication skills and like to work with people, with a professional, courteous manner.
* Initiative and ability to take ownership of issues; are proactive, have a ‘can-do’ attitude, but you are also a team player who is comfortable working with others to help and support them.
* An ability to work independently; ability to multi-task and switch quickly between tasks using your strong organisational and prioritisation skills.
* A willingness to learn and develop and keep up to date with complex information.
Highlights of what you will do in your Job
* Communicate with customers and service representatives, via phone and email, building positive relationships with customers as well as business associates.
* Analyse customer trends and behaviours to help facilitate group-wide retention strategies.
* Gather information about customer complaints and present customer behaviour reports based on findings.
* Develop dynamic retention strategies based on customer feedback.
* Negotiate with customers to renew contracts and retain business.
* Meet with the sales team to propose customer retention solutions.
* Write and present customer behavior reports.
Personal Skills
* You are a great collaborator and open to listening to new ideas and enjoy the opinions of others. Communication and interaction with those around you is therefore key to your success and job satisfaction.
* Analytical and a good negotiator you use your skills in these areas to implement customer retention strategies.
* Patient and empathetic, you have the ability to carefully listen to your customers.
* Flexible and dependable, you are open to change and can take on multiple projects comfortably. You are willing to help your colleagues even when under pressure or outside your area.
* You understand problems and think creatively to devise a satisfactory solution.
Essential job criteria
* Location – Worthing, West Sussex
* A full UK driving license.
* Eligibility to work in the UK.
* Flexible to work hours required to carry out the role effectively and travel (to the training sessions)
* This role requires you to be professional, have a smart personal appearance and have high standards of verbal and written communication.
Experience and Qualifications
* Experience in automotive service would be advantageous - however, candidates with call centre, sales, marketing or other related experience will be considered. Ideally you will have knowledge of sales and marketing software.
* Good level of general education - at least GCSE English and Maths and ideally A Levels or equivalent qualification.
* IT skills, (MS Word, PowerPoint and Excel) and social media skills.
* Previous work experience within a corporate environment, hospitality experience.
* Interests that support your work-life balance.
Renumeration and Benefits
* £10 - £12.21 per hour – approx. 25 hours per week
* Excellent benefits package, including pension, healthcare, and car leasing schemes.
* Training and ongoing development with the Award-Winning Toyota/Lexus Academy.
* Company vehicle lease scheme option.
* Opportunity for career progression.
#J-18808-Ljbffr