Description
The retention rep will be responsible for responding to driver retention calls: Identify and resolves drivers’ complaints through empathy and creative techniques, in order to motivate drivers to continue using Gett services, while providing quality customer experience.
Work in a fast-paced call center environment and make outbound retention calls to existing clients who ask to quit and/or downgrade services on their account.
A great opportunity to join an innovative high-tech company. The job is partly from home and partly from the office.
Receive inbound retention requests from current clients or initiate proactive calls to clients with low usage, all in a high-intensity call center environment.
Initiate calls to clients with past due fees in order to collect payment.
Resolve drivers’ complaints/concerns through active listening, empathy and professionalism.
Utilize proactive retention skills to turn requests for service termination or downgrades into engagement by identifying drivers’ needs.
Increase drivers’ engagement and use.
Identify and report systematic problems that could have negative impact on clients’ experience.
Lead processes and projects in order to generate solutions to reduce client dissatisfaction.
Requirements
Minimum of 1-2 years of experience in a Call Center sales environment preferred.
Excellent computer skills, experience working with SAP and/or Sales Force.
Experience in working in a goal-oriented environment.
Strong oral communication skills.
Excellent interpersonal skills to work effectively with teams throughout the organization.
Ability to gain trust and confidence with clients.
Ability to work independently.