Customer Growth & Retention Consultant

Job title: Customer Growth & Retention Consultant (Campaign Upsell Associate)

Salary: Base plus monthly commission earnings. Allowance for Food and Travel included.

Office location: Belgrade, Novi beograd - Hybrid work (3 days in the office, 2 days from home)

Shifts: Based on rota and will include Public Holidays – Monday to Friday - 10am-6pm, 11am-7pm or 12pm-8pm (40 hour working week)

About the role and the Team:

The primary responsibility of this target-focused role is to engage with new and existing customers to enhance their contracts through upselling and cross-selling. This involves reaching out to customers via phone and ticketing to maximize the impact of various upgrade campaigns. Additionally, the role includes managing chat queries related to these campaigns. It is essential to communicate effectively with customers, ensuring successful upselling and cross-selling while prioritizing their needs.

What will you be doing?

• Engage with existing customers to renew their contract focusing on value increase, and yield company's revenue through upselling and cross-selling
• Do outbound calls during the outbound campaign to boost upsell and cross-sell opportunity
• Answer and convert the email, calls and chat about upsell renewal enquiries and voicemails within agreed SLA
• Uphold the company procedures and processes while ensuring excellent service standards and maintaining high customer satisfaction
• Take ownership of work and always look for opportunities to exceed targets

What we are looking for:

• Experience in communicating to customers over the telephone and working in a target driven role
• Communication and interpersonal skills as well as strong sales and negotiation skills
• Individual who is focused, energetic, self-motivated and excited to work in fast-paced environment with constant change
• Excellent written and spoken English language skills

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays