Customer Retention Consultant

5 days ago

Docklands, Australia Medibank Full time

**The Opportunity**

We are looking for full time Customer Retention Consultants to join the Medibank Contact Centre team on a permanent basis.
- Our Customer Retention Consultants conduct both inbound and outbound calls to discuss varied options for our members who are wanting to cease or review their membership.
- This role sits within the Customer Retention team where the goal is to drive the business retention strategy of minimising membership revenue loss through a range of customer contact initiatives.

Operating on a rotating roster, Monday to Friday between the hours of 8:00am - 8:00pm AEST, you can be based anywhere across Australia working from home, with opportunities for you to work from one of our work sites to foster connection and team engagement.

Group interviews will be held on the 31st August/ 1st September, with the role commencing Monday 3rd October, which will include 6 weeks of virtual training (full attendance required).

**Key responsibilities will include**:

- Reduce the number of customers who are switching their health insurance to a competitor
- Reduce the number of customers who are planning to drop out of PHI altogether
- Contacting customer with non
- financial policies as a result of arrears and/or direct debit failures and implementing a payment strategy or review of cover to ensure customer has a financial policy
- Supporting customers with their cover review needs through conducting an in-depth analysis of their needs and making cover recommendations that support their health needs
- The delivery of exceptional NPS (Net Promoter Score) for the Customer Retention Team and the organisation

**About You**

To be successful in this role you must have previous experience in a sales role with a proven track record of meeting and exceeding KPIs targets. Along with this you will have:

- A positive, compassionate, and empathetic phone manner
- Previous Contact Centre experience
- Excellent relationship building and negotiation skills
- Effective communication when presenting products or services over the phone

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