Sales & Customer Service Advisor

Dojo is a leading payments company in the UK, known for its innovative approach to in-person commerce. They are seeking a Sales & Customer Service Advisor to join their Retention & Proactive Growth team, focusing on maximizing customer loyalty and retention through effective communication and negotiation skills.

Responsibilities

• The Hybrid Edge: We believe that our best retainers are Customer Service experts, so you’ll spend one day a week in core service to stay sharp on the product and ensure our "Customer Obsessed" values are met at every touchpoint. A customer-first mentality is required!
• The Art of Retention: Handling high-stakes conversations to prevent churn, using your commercial acumen to negotiate and win back customers considering a move
• Churn Prevention: Our data allows us to predict when customers might be considering a move. You will contact these customers to try to understand why they might be considering it, and win them back to being a loyal Dojo customer
• Portfolio Protection: Treat every customer like your own business. You’ll be measured on retention conversion rates, portfolio revenue retained, cross/upsell conversion and success in boosting CSAT through proactive contact

Skills

• A background in a fast-paced environment. This could be face-to-face or telephone-based, but you'll be comfortable meeting and exceeding targets
• Excellent communication and negotiation skills - you're a natural at handling objections and are comfortable articulating the value of a product or service to customers
• A results-driven approach where you're motivated by a target-driven environment
• The resilience and grit to handle tough conversations and the positivity to focus on how we can help our customers get the most out of our products!
• Previous experience in retentions is desirable, but not essential

Benefits

• Potential to earn up to £12,000 per year in performance commission/bonus per year.
• Working model: 3+ days in the office with the flexibility of 2 days from home if they like (starting after you pass a 6-month probation period).
• Hours: A 37.5-hour week with shifts Monday-Friday, rotating between 8am to 6pm. You’ll know your schedule at least 12 weeks ahead.
• Equipment: You'll receive all the necessary equipment for your role on your first day (laptop, headset etc.)

Company Overview