We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Our workforce has grown to over 200 to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers. Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Customer Retention Executive
Location: Glasgow Office
Job type: Full-Time, Permanent
Hours: 39.5 hours per week, Monday - Friday
Salary: £ 25,000 per annum plus on-target earnings (up to £400 per month)
and encourage them to stay. You will identify non-buying customer information using already created internal power BI reports.
•Use persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie. Addressing any issues to prevent loss of business.
•Identify opportunities to cross-sell existing products and services to customers to generate company revenue. You may also upsell products and services toexisting clients to increase sales and improve the profit margin.
•Work closely with the sales team to refer accounts where the customer has a different set of needs and requirements.
•Work to meet monthly retention targets.
•Track reasons for cancellation and customer feedback for future product/service improvement.
•After each interaction with the customer our CRM (CE) should be updated. This information will help track customer history and provides information for future interactions.
•Keeping up to date with Matthew Algie product, services, and promotional offers. Continuous learning ensures you can address customer inquiries effectively.
Experience:
Essential
• 2yrs experience gained in a Sales environment, in an active role
•Considerable experience in Customer Service environment
•Knowledge and understanding of order processing systems.
To be considered for this position it is essential that you have relevant previous experience in Customer service, preferably in a sales environment.
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