About the Company
Virgin Media O2 is a leading telecommunications company in the UK, providing broadband, TV, mobile, and landline services to millions of customers. Born from the merger of Virgin Media and O2, we’re committed to connecting people to the things they love, offering innovative products and exceptional customer experiences. Join our team and be part of a vibrant company that’s shaping the future of connectivity.
Job Description
Are you a highly empathetic and persuasive communicator with a knack for problem-solving? Virgin Media O2 is seeking a dedicated Remote Subscription Cancellation Agent to join our dynamic customer retention team. This is a fully remote position, allowing you to work from the comfort of your home in Wolverhampton. Your primary goal will be to engage with customers who are considering cancelling their Virgin Media O2 services, understand their concerns, and provide compelling solutions to encourage them to stay. We offer a competitive salary, comprehensive benefits, and a significant retention bonus for successful agents. If you thrive in a challenging yet rewarding environment and are passionate about customer satisfaction, we want to hear from you.
Key Responsibilities
- Engage proactively with customers expressing intent to cancel services via phone, chat, and email.
- Identify underlying reasons for cancellation and address customer pain points effectively.
- Present tailored solutions, alternative packages, and value propositions to retain customers.
- Handle objections and difficult conversations with professionalism and empathy.
- Accurately document all customer interactions and outcomes in the CRM system.
- Collaborate with other departments to resolve complex customer issues.
- Achieve and exceed individual and team retention targets.
- Stay up-to-date with Virgin Media O2 products, services, and promotional offers.
Required Skills
- Minimum 1 year of experience in a customer service or sales retention role.
- Exceptional verbal and written communication skills.
- Strong negotiation and persuasion abilities.
- High level of empathy and emotional intelligence.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote setting.
- Resilience and a positive attitude when facing challenges.
Preferred Qualifications
- Experience in the telecommunications or subscription-based industry.
- Proven track record of exceeding retention or sales targets.
- Familiarity with Virgin Media O2 products and services.
- Bilingual skills (e.g., English and another European language).
Perks & Benefits
- Competitive annual salary with a significant retention bonus structure.
- Fully remote work opportunity.
- Comprehensive health and dental insurance.
- Generous paid time off and holiday allowance.
- Pension scheme with company contributions.
- Employee discounts on Virgin Media O2 services.
- Access to professional development and training programs.
- Supportive team environment and career progression opportunities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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