Job Title: Retention Specialist - Customer Care

Type: Full-Time

Location: Dublin, Ireland (Hybrid Working)

Contract: Full-Time, Fixed Term Contract (24 Months)

About The Irish Times Group

The Irish Times Group is Ireland's leading independent quality news publishing organisation. With a history of producing trusted content, we have evolved from six-day print publishing to a seven-day, multi-platform news publisher, maintaining a market-leading position. In addition to the iconic Irish Times, our group includes the Irish Examiner, The Echo, Regional newspapers, The GLOSS Magazine, radio stations, and digital platforms such as (url removed) and (url removed).

The Role: Retention Specialist

We are looking for a highly motivated Retention Specialist to join our Customer Service Team, playing a pivotal role in retaining our valued home delivery and digital customers. In this role, you will proactively engage with customers via outbound calls, emails, and SMS, helping them find the best subscription package that meets their needs. You'll be tasked with minimizing cancellations by offering creative solutions, strengthening customer relationships, and ultimately driving growth for The Irish Times Group.

Key Responsibilities:

• Conduct high-volume outbound calls to identify and resolve customer payment issues on first contact.
• Engage with customers via email, SMS, and other channels to retain accounts and maintain customer satisfaction.
• Update internal CRM systems to reflect account changes and accurately report contact details.
• Offer tailored subscription packages to meet customer needs and prevent cancellations.
• Support the wider customer care team during peak call times.
• Collaborate closely with management to proactively address challenges and reduce subscription cancellations.
• Liaise with internal stakeholders, including senior management, on retention strategies.

Personal Attributes:

• Self-motivated with the ability to work independently and meet targets.
• Results-driven, aiming to exceed both personal and company goals.
• Strong skills in objection handling and negotiation, able to influence customer decisions quickly.
• Excellent time management and organisational abilities.
• Skilled at engaging customers, including those intending to cancel their subscriptions.

Preferred Qualifications:

• Prior experience in sales or a customer retention role is advantageous.
• Excellent communication skills and a professional telephone manner.
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously.

Equal Opportunities:

The Irish Times Group is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.