Customer / Retention's Fieldsales

Focus Resourcing
Birmingham, West Midlands
07 Jul 2017
06 Aug 2017
Contract Type
Full Time

My well established clients are looking for Customer Care Field Consultants to join their team. The role will involve working out in the field, taking ownership and ensuring first time resolution for a variety of cancellations in order to both meet and exceed the customer's expectations to save the business. To also carry out courtesy calls and to monitor service to customers within the region, whilst using all documented procedures to renew existing contracts, maintaining excellent customer relationships.


  • To recognise and enforce, where appropriate, breach of contract terms or to negotiate an acceptable contribution for early termination of contract
  • To respond to customer cancellations by using agreed customer care procedures to ensure a satisfactory resolution
  • To negotiate with customers to save cancellation where applicable, by re-selling the benefits of products/services, resolving any problems and/or re-assessing pricing if appropriate
  • To assist in the 1st line reduction of customer churn by being proactive in solving customer's problems and giving them excellent service
  • To recognise when a customer is of healthy profitability and to offer appropriate incentives to retain the business
  • Proactively look for opportunities to upsell customer's products and services to enhance the customer experience and increase revenue
  • Meeting and exceeding individual targets / objectives as agreed with Team Managers in 121 meetings

Essential Attributes:

  • Ability to communicate effectively through a variety of methods (i.e. face to face meetings verbal and written)
  • Ability to negotiate with customers to overcome cancellation requests
  • Able to work under pressure, whilst maintaining a professional and focused approach, to deliver 1st class customer service
  • Able to adapt in an environment of constant change
  • Ability and drive to deliver a high level of Customer Retention by taking ownership of the cancellation through to resolution

The company offer an excellent working environment. Company Car, phone plus bonus ote 30K