Customer Retention Agent

Customer Retention Agent

Location: Sheffield, UK

Salary: £28,000 + Bonus

Working Hours: Monday to Friday - Full-Time, On-Site

My client is looking for a Customer Retention Agent to join their team based in Sheffield.

This is a fantastic opportunity for someone with strong customer service or call-centre experience who enjoys problem-solving and building long-term customer relationships. If you are confident handling objections and thrive in a target-driven environment, this role could be perfect for you!

This position is working in the Waste Management industry, so experience in the Waste Industry, would be highly advantageous.

Key Responsibilities

• Manage inbound cancellation enquiries and work to retain customers through proactive engagement.
• Uncover root causes of dissatisfaction and present tailored solutions, alternatives, or service adjustments.
• Promote service value by explaining features, benefits, policies, and upgrade opportunities.
• Resolve billing, scheduling, and operational issues, coordinating with internal teams as needed.
• Maintain accurate CRM records while meeting retention, quality, compliance, and KPI targets.

Requirements

• Background in customer service, retention, sales, or call-centre environments.
• Strong communication, negotiation, and objection-handling skills.
• Ability to navigate challenging conversations with empathy and professionalism.
• Proven experience working toward KPIs with solid problem-solving capabilities.
• Detail-oriented, tech-savvy, and comfortable multitasking across CRM and call-centre systems.