AddressOverview:
Q Report is a leading specialist in jewellery and luxury watch insurance, providing insurance coverage to customers against loss, damage, and theft to their jewellery. We have redefined the customer experience when it comes to insurance and we give customers the absolute confidence to enjoy their jewellery anywhere, anytime.
Q Report has developed an extensive B2B and B2C network across Australia and are committed to attracting and nurturing brilliant individuals to create a dynamic, innovative and welcoming workplace as we look to expand our team to support our consistent growth and expansion initiatives.
This is a Sydney CBD-based role, transitioning to hybrid after probation (2 - 3 days WFH).
Job Purpose:
As a Customer Retention Specialist your focus will be to drive retention through inbound and outbound activity. By taking ownership of the renewal journey for our existing policyholders, a Customer Retention Specialist will provide an exceptional customer experience and build our customer loyalty by having a customer first, retention mindset.
You core responsibility will be maintaining and building on our existing retention rate. You will be explaining policy benefits and ensuring customers are informed to make decisions about their Jewellery Insurance needs.
Ideal candidates have experience in sales, retention or customer service and possess excellent communication skills. There will be set targets that need to be met, which calls for confidence and resilience. Our primary commitment is to deliver a positive experience to all our customers.
Key Responsibilities:
- Customer Service Excellence: Deliver comprehensive support by addressing a wide range of customer queries and requests (including any administrative queries and requests), ensuring a high level of satisfaction through prompt and effective service solutions.
- Customer Retention Journey: Facilitate the renewal journey by understanding and communicating the benefits of our product to assist in retaining customers. Utilise various communication channels, including phone, SMS, and email, to effectively follow up and respond to all customer requests, maintaining a high level of engagement throughout the retention journey.
- Performance Targets: Strive to meet or exceed individual and team performance targets through effective client engagement and product presentation.
- Enhancing Brand Reputation: Proactively enhance the company's online presence and reputation by motivating satisfied clients to share their positive experiences through reviews and testimonials.
- Data Management: Ensure the accuracy and timeliness of customer and policy records in the CRM system, maintaining the highest standards of data integrity for easy access and future use.
- Professional Development and Compliance: Engage in all provided training and support initiatives, including compliance training programs, to ensure ongoing professional growth and adherence to industry standards.
Skills, Qualifications & Experience:
- Proven experience in managing retention, sales and / or customer service excellence
- Strong communication (oral and written) and interpersonal skills for effective customer engagement
- Organisational abilities for efficient management of multiple tasks and information
- Proficiency in CRM systems and Microsoft Office Suite
- Knowledge of the jewellery and / or insurance industry is preferred but not required
