Retention Consultant

Flexible working hours anywhere between 10am-8pm Monday to Thursday Friday’s 10am-6pm.

The purpose of the role is to service customers by seeking to understand and fulfil their needs, providing brilliant customer experiences, and leveraging every opportunity to promote our products and services. And to proactively retain customers by seeking to understand and fulfil their needs, providing brilliant customer experiences, and leveraging every opportunity to promote our products and services. This role will primarily be outbound calling; however support of inbound retention calls will also be required.

This role will be working for the Asteron Life brand.



Your key responsibilities will include:

Provide an exceptional level of service to all customers ensuring customer needs and expectations are understood, anticipated and fulfilled
Leverage each interaction as an opportunity to add value to the customers and our business.
Adapt approach based on the combination of interactions that may occur through the life cycle of each customer’s policy.
Resolve customer conflict quickly and efficiently to achieve a positive outcome
Maximise call resolution by fully utilising product process knowledge to complete agreed actions on and after the call.
Accurately record the details of all customer interactions to optimise their experience and minimise rework and errors.
Proactively apply call control and service techniques to manage complex calls and turn around customers who indicate they are dissatisfied, and use sounds skill and judgment to manage objections and provide resolution pathways Read more