Customer Service & Retention Advisor

What We're Looking For
We're looking for individuals who are passionate about customer service, enjoy helping people, and can confidently build relationships while delivering positive outcomes.
Essential Requirements

• Previous experience in a customer service, contact centre, sales, or customer retention environment.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Effective negotiation and objection-handling skills.
• Ability to remain calm and professional when handling challenging customer conversations.
• Strong problem-solving and decision-making skills.
• Good computer literacy with the ability to navigate multiple systems.
• Ability to work in a fast-paced, target-driven environment.
• A positive attitude with a genuine passion for delivering exceptional customer service.

Advantageous

• Previous experience in a customer retention or loyalty environment.
• Experience working towards customer service, quality, and retention KPIs.
• Experience using CRM or customer management systems.
• Previous experience within a BPO or contact centre environment.

What Makes You Successful
You'll be someone who:

• Is passionate about delivering exceptional customer experiences.
• Builds trust and rapport with customers quickly.
• Listens actively and communicates with confidence and empathy.
• Takes ownership of customer enquiries and follows them through to resolution.
• Remains resilient and composed during challenging conversations.
• Enjoys solving problems and finding the best outcome for both the customer and the business.
• Thrives in a fast-paced, customer-focused environment.
• Works collaboratively and contributes positively to the success of the team.
• Takes pride in achieving performance targets while maintaining high-quality customer interactions.

Working Hours
This role operates on a rotational shift basis (5 days on, 2 days off).
Operating Hours:

• Monday to Friday: 09:30 20:30
• Saturday: 08:45 17:00
• Sunday: 10:00 17:00

Weekend and public holiday shifts form part of the roster.

Why Join ATM Group?
At ATM Group, we believe our people are our greatest asset. We offer a supportive, inclusive environment where you'll be empowered to grow your career while making a real difference to our customers.
We provide:

• Comprehensive onboarding and training.
• Ongoing coaching and development.
• Career progression opportunities.
• A collaborative and supportive team culture.
• The opportunity to work with globally recognised brands.
• Exposure to a fast-paced, international BPO environment.