Key Accountabilities

Here are key accountabilities for both a Retention Agent and a Relationship Manager:

• Customer Engagement: Proactively contact existing customers via phone, email, or other communication channels to understand their concerns, inquiries, and reasons for potential service discontinuation.
• Relationship Building: Establish strong rapport with customers and demonstrate empathy while actively listening to their feedback and concerns.
• Problem Resolution: Identify and address customer issues, seeking appropriate solutions to retain their business and ensure a positive customer experience.
• Product Knowledge: Demonstrate a thorough understanding of the company's products and services to effectively communicate their benefits and value to customers.
• Selling the benefits of our trading platform to new customers.
• Offer Tailored Solutions: Customize offers, promotions, and discounts based on the customer's needs and preferences to encourage retention.
• Negotiation and Persuasion: Utilize negotiation skills and persuasive techniques to overcome objections and retain customers who may be considering cancelling or downgrading services.
• Record Keeping: Accurately document all customer interactions, feedback, and actions taken in the CRM system.
• Customer Feedback: Gather valuable customer insights and feedback to share with relevant teams for continuous improvement of products and services.
• Retention Targets: Work towards achieving individual and team retention targets set by the company, contributing to overall business goals.
• Cross-Selling and Upselling: Identify opportunities to introduce additional products or services that align with the customer's needs, potentially leading to upselling or cross-selling opportunities.
• Compliance and Data Protection: Ensure compliance with company policies, data protection regulations, and confidentiality guidelines during all customer interactions.

Experience 

• Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.
• Demonstrate advanced levels of competence in leadership capabilities required of the position.
• Engage, support, motivate and develop capability and potential in others.
• Attract, retain, and develop talent to complement Blueberry’s values and behaviours.
• Reward and recognise good performance aligned to Blueberry’s values and goals and manage poor performance in a timely manner.
• Be an ambassador for Blueberry in the market; promote our interests and reputation.
• Follow our policies, procedures, and code of Ethics and Conduct.
• Protect our confidential information and intellectual property. 
• Play an active role in your safety and the safety of others around you.
• Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
• Foster a culture of continuous improvement.
• Continuously drive agility and flexibility in responding to market and industry changes.

• A minimum of a bachelor’s degree with relevant recent work experience.

Experience 

●   1-2 years of experience in customer service, sales, or a similar client-facing role. Experience in handling customer complaints or working in retention-related positions is often preferred.

●   Previous experience in negotiation or persuasion techniques is essential for convincing clients to stay with the company or continue using its services.

●   Proficiency in the use of MS Office

●   Detail-oriented, reliable, and resourceful.

●   Positive attitude, and good problem-solving skills for dealing with customer complaints.

●   Strong organisation skills, with the ability to thrive in a fast-paced, constantly changing environment.

●   Bring a passion for service excellence

Desirable

●   Experience within the Financial Services, Banking, or Trading industry

●   Knowledge of forex, CFD trading, and the markets is desirable.