Customer Retention Advisor

Can you imagine a world without music Neither can we.

Key Details
To provide an efficient customer-focused service through a variety of contact channels proactivelyengagewith existing customers to improve retention reduce customer influenceable churn strengthen customer relationships and maximise customer lifetime value.

What you will be doing

• Proactively manage customer contact through a variety of channels including inbound and outbound telephone calls email web enquiries and written correspondence.
• Manage customer retention activity by engaging with customers who may be considering cancelling or reducing services.
• Handle inbound customer enquiries relating t0 cancellations and licensing queries.
• Identify customer concerns and use effective questioning and listening techniques to understand the root cause.
• Apply retention and negotiation techniques to maintain customer relationships and secure continued business.
• Educate customers on the value and benefits of TheMusicLicence and address concerns or objections.
• Take ownership of customer cases from initial contact through to resolution.
• Accurately update customer records and maintain comprehensive account notes within Salesforce.
• Create and manage follow-up tasks to ensure customer commitments and actions are completed.
• Work collaboratively with internal departments to resolve customer issues quickly and effectively.
• Identify opportunities to improve customer engagement retention and satisfaction.
• Deliver a positive customer experience while consistently achieving retention quality and service targets.
• Develop and maintain knowledge of licensing processes tariffs policies and relevant copyright legislation.
• Undertake other duties as requested.

You will have

• Strong objection handling and negotiation skills.
• Educated to at least A-Level standard or equivalent.
• Competent in Microsoft Office applications including Word Excel PowerPoint CoPilot and Outlook.
• Experience working in customer service retention account management or contact center environment.
• Minimum of 12 years experience in a customer-facing role
• Excellent verbal and written communication skills.
• Experience using CRM systems preferably Salesforce.
• Strong administrative skills with excellent attention to detail.

If you play or perform music in your business you will usually need TheMusicLicence and thats where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings not just from the UK but also from around the world.