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Customer Care Analysts(Retentions)(RC2)

PlusNet is one of Sheffield’s leading Customer-centric businesses and one of the UK’s leading Internet Service Providers - a leading light in an industry that’s as fast moving and forward thinking as they come. If you’re the kind of person that thrives in a challenging, and exciting environment, then you really belong at PlusNet. We’ve created a truly entrepreneurial, ‘can do’ culture that encourages innovation as well as recognising and valuing the contribution that you’ll make to our business.

We currently have vacancies for:

Customer Care Analyst - Retentions Team

As a Customer Care Analyst on our Retentions Team, you will provide quality written and verbal customer support to all of the company’s customers, including residential, business and partners. You will be the voice of the company, representing the company values in interactions with our customers to increase customer satisfaction, drive referrals and increase the customer base.

Responsibilities

This Customer Care role is based within our Retentions team. You will be:
• Answering in-bound retention and customer service calls and tickets.
• Retaining customers and offering support via outbound calls.
• Meeting and exceeding all customer service SLAs.
• Meeting performance and quality targets applicable to the appropriate analyst’s level.
• Identifying key customer affecting issues and raising problems and ideas where applicable in order to drive and develop the business.


Do you have the ability to...?

• Be positive and upbeat at all times.
• Turn a negative situation into a positive one.
• Offer the best customer support in the market.
• Work effectively both as part of a team and on an individual basis.
• Manage time effectively to ensure target achievement.
• Handle customer interactions in a professional, assertive manner.
• Keep abreast of our competitor services and special offers.
• Utilise your excellent communication & negotiation skills to understand each individual customer's needs to ensure maximum customer satisfaction, and in turn work with our customers to provide a solution to help them to stay with us.

Click below to download application form

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