JOB TITLE: Desk Retentions Agent JOB LOCATION: Belfast TERMS: Permanent role THE JOB Drive the retention of customers as they come out of contract meeting the company's customer retention goals. Develop a culture of customer experience excellence through the delivery of an exceptional customer retention experience. Working in a fast-paced environment to address customer concerns during the contract retention cycle via multi-channel communication. WHAT WILL YOU BE DOING? First point of contact for our existing customers when they are calling to either cancel their plan or are wishing to discuss the options that are available to them after receiving their renewal notice. Using initiative and customer service skills to understand the specific reason for the customer call Dealing with customer queries including being the first point of contact for pre-installation cancellation customers. Working on outbound campaigns as and when required Working to set KPI's including save rate targets, conversion targets and hardware retention Use the features and benefits of what we provide, help our customers to see how we can help them, with the aim of the customer being retained and continuing their service with us. Accurately records and logs interaction with customers and updates account information accurately Quickly learns the functions of the system to log in and respond to customer issues Keeps sensitive information and financial records private and confidential Works with management to maintain best practices for efficient communication with customers Address customer questions about new products, services, promotions on sales Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience Willing to learn from management to properly apply company policy to customer solutions Having a broad understanding of ARPU and how it contributes to personal targets and the overall business target Contributes to bottom lines sales by increasing customer satisfaction Willingness to work various shifts patterns as and when the business requires WHAT WILL YOU BRING? Experience Customer Service Experience Experience working in results-oriented environment. Exceptional verbal and written communication skills Methodical approach to problem solving Experience working in Fast-Paced Environment Experience working in a team environment Demonstrable experience successfully addressing customer issues. Ability Can work under pressure and to tight deadlines Can establish and maintain good customer relationships Excellent communication skills Ability to multitask. Attention to detail IS FIBRUS FOR ME? At Fibrus, we put our people first As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People 'We invest in People' standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption. As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain We're building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose HOW TO APPLY To apply to join the Fibrus family, please do so online and our recruitment team will be in contact with you once we've had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. Fibrus At Fibrus we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We're happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications. Fibrus and Viberoptix (our partner organisation) belong to the Infracapital group of companies and operate as Fibrus Networks Ltd, Fibrus Networks GB Ltd and Viberoptix Ltd. We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email if you do not wish us to retain your information or do not wish for us to share your information. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.