Retention Specialist

Guided by 35+ years of experience and a customer-obsessed approach, Sitel offers tailored customer care solutions and is redefining and transforming the contact center and the associate experience. Sitel’s 80,000 passionate and talented associates support more than 450 clients in 49 languages from more than 120 facilities strategically located in 29 countries.

Experience is everything at Sitel Group – it’s what sets us apart from the rest.

For one of our projects we are looking for a Retention Specialist.


You will be a part of a dynamic group for individuals that is mainly focused on retaining revenue for the company and providing the best customer experience. Aspiring candidates are expected to have a keen sense of responsibility, attention to details and an excellent interpersonal skill. We take pride in maintaining above industry standards in terms of customer and revenue retention and at the same time having a stable medium to high Net Promoter Score. Flexibility and adaptiveness are also very much expected for this position.

Key Responsibilities:

• Attend to all the customers ask and concerns on a timely manner


• Formulate and ask relevant and important questions relating to the customer’s concern


• Pacify customers and be proactive in solving customers issues 


• Make critical decisions that is both a win for the business and the customer


• Empathize with the customer, listen attentively and able to offer necessary appeasement to address the reason for cancellation or downgrade


• Keenly document the transaction and customer interaction using the approved tools provided by the company


• Provide the best customer experience by means of naturally gravitating to resolve the presented issue (cancel or downgrade or just plain feedback) without prejudice to the customer’s manner of expression in relaying the message


• Collaborate with other teams, segments or business units to apply apt solution to the customers reason for engaging CERT


• Accomplishes all assigned task and responsibilities morally, legally and ethically


• Follow set processes, protocols, company rules and team/segment house rules including but not limited to established and implied procedures


• Apply the highest form of integrity-based decision making, documenting and credit declaration both overt and personal.

Requirements:

• 1+ years’ experience as a retentions or sales representative or accumulated years in experience


• Demonstrated track record of meeting and exceeding quota or set metrics


• Strong time management, interpersonal, conflict resolution, and collaborative selling or retention skills


• Results-oriented representative who is dynamic and with keen attention to details


• B2B selling / Software / SaaS experience preferred


• Adequate knowledge about Cloud-Based applications, VOIP, PBx, Telephony and UCaaS


• Strong business acumen is a must, experience with Small Business end customers is a plus


• BS/BA or equivalent education and relevant experience


• Excellent customer service orientation, face-to-face and on the phone 


• Excellent oral and written communication skills including listening and presentation skills


• Strong interpersonal skills, ability to convey and relate ideas to others


• Can make critical decisions that is both legal, moral and ethical with very little supervision


• Ability to learn and adapt quickly


• Self Starter with a history of great decision making, planning, and execution to results


• Ability to excel in a team-oriented, collaborative, and fast-paced environment


• Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint


• Vibrant and energetic attitude, willingness to perform and get things done while having fun


• Full-Time positions available.

SITEL SOFIA OFFERS YOU:

• Competitive remuneration scheme;


• Social package including: additional healthcare insurance, gift vouchers, sport card discounts;


• To participate in company initiatives – charity activities, team buildings, sports events, internal competitions;


• Opportunities for a long-term professional career;


• Entitlement to company internal training and development accordingly global standards;


• Work at home opportunity.