Retention Specialist

Elevate Your Customer Success Experience: Join Londons Premier Home Service Innovators

Unravel your potential with our client a dynamic domestic cleaning service company based in the vibrant city of London England. Beyond conventional cleaning services they redefine excellence prioritizing convenience reliability and topnotch quality in every aspect. What sets our client apart is a management team with an impressive track record boasting over 50 years of collective experience in building fastgrowing consumer businesses and contributing to some of the UKs most exciting startups. As pioneers in the industry they provide a comprehensive range of services from oneoff cleans to regular weekly or fortnightly maintenance deep cleans and specialized tasks like ironing laundry oven and fridge cleaning.

Backed by the support of esteemed investors our client has swiftly evolved into the UKs largest home cleaning service. Now with an ambitious mission to own the home they aspire to be the trusted provider for all household chores. This visionary company is expanding its horizons aiding customers in finding the perfect tradesperson for any homerelated job including plumbers electricians gardeners and handymen. Join our clients journey where innovation meets opportunity and be part of a team committed to transforming the way households experience domestic services.

• Drive Retention: Play a crucial role within our retention team meeting targets and retaining customers through empathetic rapportrich conversations.
  
• Provide Comprehensive Customer Support: Offer inbound and outbound support via email phone and live chat ensuring exceptional assistance.
  
• Address Diverse Issues: Handle a wide range of challenges from sourcing toptier Housekeepers to resolving underlying causes of customer cancellations.
  
• Take Ownership and Empowerment: Assume full ownership of every issue and empower yourself to provide firsttime resolution consistently.
  

Requirements

Empowerment in Action: Were Looking for the Best!

Background

• You ll have 5 years experience in customer service retentions or sales it s a bonus to have done outbound calls to winback former customers.
  
• You re looking to build a longterm career with Housekeep; so we love candidates with a stable job history.
  
• You ll have experience of working with email chat and phone.
  
• It s a plus to have experience of working with UK customers. Also experience of working for a marketplace service is a plus.
  
• You ll be techsavvy and experience of working with Zendesk is a plus.
  

Shifts: available to work on the following alternating shift patterns

• Month one: Mon to Fri
  
• Month two: Tue to Sat; or Wed to Sun; or Thu to Mon; or Fri to Tue; or Sat to Wed; or Sun to Thu
  
• The role is hybrid: 3 days in the office 2 days at home; but will be fully onsite for the first 34 months of training.
  
• It s a mix of night and midshifts
  

Customer Service skills

• You ll have exceptional customer service and retentions/sales skills and be passionate about delivering amazing experiences.
  
• Your communication skills both in written and spoken English will be exceptional.
  
• And you ll be able to demonstrate great judgment and practical problemsolving skills.
  

Benefits

Join a Team That Empowers!

• Above average industry standard compensation package
  
• HMO coverage including 1 dependent upon hire
  
• 20 leave credits per year consumed at your discretion with up to 5 days commutable to cash
  
• Exposure to worldclass highlevel management from foreign superiors
  
• Employee engagement activities
  
• Lots of opportunities to build a career working with a fastgrowing business as we build our team in the Philippines.
  

Who are we

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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