Retention and Loyalty Agent, BT

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Company: BT
Job Title: Retention and Loyalty Agent, BT
Location: Manchester
Salary: Competitive
REF: J11462:MAN
Sector: Telecoms

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, they take pride in everything they do.

They're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. Guided by their core values of Personal, Simple and Brilliant, their goal is to help customers, communities and businesses overcome barriers and release their potential.

Your role as a Retention and Loyalty Agent will be one responsible for providing customer support, where you'll be targeted on the acquisition, up-sell and retention of UK SME customers. Successful candidates will initially carry a revenue target that is based on the management of a specific campaign. The role is designed as an entry-level role, where you drive business growth by establishing and maintaining contracts, before moving into a more senior role down the line.

Retention and Loyalty Agent Package:

  • Competitive basic salary
  • World-class training and development opportunities
  • 25 days' annual leave (not including bank holidays)
  • Discounted broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Automatic enrolment into our 'Sales as Profession' community
  • Flexible benefits to fit around you

Retention and Loyalty Agent Role:

  • Be responsible for your own performance and development plans in order to meet the targets within your specific campaign, and in accordance with business requirements
  • Initiate sales opportunities via inbound and outbound calls, using effective questioning techniques to understand the customer's business needs, and using a strong understanding of BT's products and services to effectively retain and acquire customers
  • Maintain strong relationships with customers, ensuring their needs and requirements are being appropriately met at all times
  • Identify quickly and accurately when a customer enquiry is not relevant to your role, and ensure that a professional and timely transfer of the opportunity takes place
  • Ensure accuracy with order entry and data entry onto the appropriate company systems
  • Be proficient and compliant in the use of all the relevant systems, PC, telephony and standard BT office automation systems, in order to maximise customer satisfaction

Retention and Loyalty Agent Requirements:

  • 6+ months' experience working in a sales role
  • Possess exceptional communication and interpersonal skills
  • Ambitious and target driven
  • Self-motivated, with a strong desire to succeed
  • Highly organised, with excellent time management skills
  • Proficient in the Microsoft Office Suite and Outlook

Pareto Law values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

If you require this job specification or to apply in an alternate format, please visit the Pareto website.


Pareto Law

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