Sales & Retention Advisor

Role: Customer Service & Technical Support Advisor
Location: Work from Home- Must be Local to the Derry Area!
Salary: £18,532 + Performance Bonus (Up to £1000+ p/month) + Free NOW subscription

Hours: Working 40 hours per week (4 x 11 hour shifts, including an hour for lunch) between the hours of 8am and 8pm Monday to Sunday. You will work fixed days and may also mean weekends! – great for a work life balance!

JOB TYPE: Full Time/Permanent

Firstsource Solutions are a Business Process Operator (don’t let this confuse you, it means we are an Outsourced Contact Centre and work in partnership with some of the greatest brands in the UK). This role is working in partnership with NOW (previously NowTV) and will be a remote, home working role. Don’t worry we will provide you with all the equipment and training you’ll need to be successful in your own home. _

Start date: 17th January 2022

You’ll receive calls from customers who are thinking about purchasing, upgrading or cancelling their subscriptions with NOW Broadband.

You’ll really need to get to know your customer through great conversation, to assess their needs, overcome any objections they may have and make sure they have a NOW package that suits their needs best. You’ll be able to apply offers and discounts to make sure they’ve got the best value package for them!

You’ll also be on hand to answer any questions they may have about their bill, other products available or any other details about their account, as well as talking about all the great TV & entertainment they’ll have access too.

Role Requirements:

Ideally you’ll have previous experience in a sales or a targeted environment, you will be driven, confident and able to demonstrate the ability to listen with empathy so that you can clearly identify each customer’s individual needs in order to offer the appropriate service for them. You will be;

Able to Travel to Office upon Business Needs @ Springtown Business Park\

• A great listener
• Confident and Resilient
• Able to demonstrate a natural flair for talking to people and understanding their needs
• Someone who is motivated and target driven, as this is a sales focused role
• Computer literate
• Someone who can problem solve and use your initiative
• Able to deal with a variety of Customer needs
• Customer Service/Sales Experience Preferred

Benefits include:

• Annual salary of £18,532 with fortnightly pay + bonus opportunities
• Free NowTV package
• Healthcare plan
• 21 days annual leave (plus bank holidays)
• Increasing holiday days, maternity, paternity payments with tenure
• Access to hundreds of discounts
• £500 refer a friend scheme

What you will be doing on a daily basis:

• You’ll join our inbound sales and retentions team, who are the first point of contact for our customers regarding new sales, upgrading or cancelling their subscriptions.
• Every day will be different, but you will always be the friendly voice that welcomes and supports our customers, assisting whether it be with a customer who doesn’t like our prices or gets a better offer from another provider, you will need to be able to persuade them that our product is the right one for them.
• You’ll speak to a variety of different customers, who will be asking you a range of questions and therefore the ability to problem-solve, adapt and overcome potential roadblocks to make or keep our customers.
• Being a sales and retentions environment we are heavily incentivised, we have agents who consistently achieve a bonus of over £1000 every month but with that comes an expectation of strong performance and attendance. It’s a very fun but dynamic environment where you can be expected to get daily updates on your stats and in turn motivation and feedback from your team leader to keep you on the right track. We have a great induction training and support plan so will have everything to equip you to be able to do a great job

You should apply if you:

• Can demonstrate how you have cared for customers in your career to date
• Can explain things clearly and with ease
• Have a passion for knowledge, allowing you to educate customers on the latest services and products.
• Are friendly, kind and reliable
• Demonstrate a can-do attitude, able to work well independently & part of a remote team
• A Broadband Connection; our systems do not work with TalkTalk
• Do not have any planned holiday / leave between January 17th and the end of February 2022

Working From Home:

We will provide you with a PC, headset and any other equipment you’ll need

You’ll need to provide- a private space to work from with a desk and chair, a broadband connection of at least 10mbps; not TalkTalk.