Senior Multicultural Customer Retention Specialist

3 semanas atrás

Lisboa, Lisboa, Portugal Sitel Tempo inteiro

About the Role

We are seeking a Senior Multicultural Customer Retention Specialist to join our team in Lisbon, Portugal. As a key member of our German Customer Support team, you will play a crucial role in ensuring exceptional customer experiences and driving retention strategies forward.

Job Description

As a Senior Multicultural Customer Retention Specialist, your primary responsibilities will include:

  • Audits of Renewal Interactions: Conduct thorough assessments of interactions between renewal agents and customers, reviewing communication, adherence to protocols, and effectiveness in retaining customers.
  • Data Analysis and Insight Generation: Dive deep into performance metrics and customer feedback, analyzing trends, identifying patterns, and extracting actionable insights that could drive improvements in our retention strategies.
  • Feedback Provision: Act as a bridge between our company and outsourcing centers, providing structured, constructive feedback based on audit findings to both internal teams and external partners, fostering continuous improvement in service quality and customer retention.
  • Quality Assurance Oversight: Completion of "Audit the Auditor" to ensure the consistency and reliability of quality assessments conducted by outsourced quality analysts, maintaining high standards across all operational facets of our retention efforts.

Requirements

To succeed in this role, you will need to have:

  • Native or proficient level of German (C2)
  • Advanced level of English (at least C1) both verbal and written
  • Computer literate
  • Excellent listening and written/oral communication skills in supported languages
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
  • Analytical skills
  • Good at building strong relationships with existing clients and accounts
  • A motivated and enthusiastic personality
  • Self-organized, planning and prioritization skills
  • Dependable, reliable, and able to perform duties with minimum supervision
  • Ability to interact positively with peers and supervisors
  • Patience, empathy, and a unique ability to manage stress
  • Ability to work under pressure and adapt quickly to adverse situations
  • Technical aptitude and the ability to pick up new technology quickly
  • Familiarity with ticketing systems
  • Experience with policy work, or help resource project management
  • Able to follow guidelines and instructions
  • Ability to keep calm and clear-headed in critical situations
  • Ability to think outside the box
  • Ability to demonstrate confidence when imparting information or dealing with troubled callers
  • Must hold EU citizenship or a valid work permit for Portugal
  • Be a local candidate or willing to relocate to Lisbon, Portugal

Benefits

We offer a competitive salary of €45,000 per annum, plus a range of benefits including a relocation package, paid professional training, employee discounts, private healthcare and dental insurance, growth opportunities through various development programs, fun and engaging company-wide initiatives, job stability, life-long skills and experience, and an excellent work culture.

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