Renewal and Retention Associate

Who are we?

Hyperoptic is the UK's hyperfast broadband network. Founded in 2011 to shake up the UK broadband market, we're leading the way in full fibre technology. Our top average wired speed (900Mbps on our hyperfast 1Gb product) is over 11x faster than the UK's average broadband speed.

We established Hyperoptic's Belgrade office in 2013, starting with only 20 Developers to support the business. As of today we are 400 people and growing super fast - once a small start-up has become a success story in Belgrade, with over 1300 employees globally.

Due to continuous expansion, Hyperoptic are hiring for a Renewal and Retention  Associate who goes beyond the expected. We believe in working smarter together, whilst our teams stay focused and people passionately strive for excellence. As Renewal and Retention Associate, your mission will be to engage with existing customers to renew their contract focusing on value increment, retaining those with an intention to leave and proceed with all moving home requests. Does this sound like you?

About our team :

This is a team of highly competitive, reliable and openminded people. They are very target motivated since we are both operating on individual targets but also the team target as well, so it requires an equal participation from all agents. We are very proud of how everyone is contributing and striving to achieve/overachieve the same goal while working in a high pace environment with a constant flow of potential sales opportunities. We have monthly meetings where we review our work and current results, and we have a very nice rewarding program for best performers on monthly basis. Our agents are often praised for their achievements.

What will you be doing?

• Receive inbound and outbound renewal, retention, and moving home calls and queries
• Answer and convert the email enquirers and voicemails within the agreed SLA
• Assist and convert real-time chat renewal, retention, and moving home calls enquirers
• Able to work in a competitive environment, full of opportunities to achieve results and contribute to the company's overall success.
• Target driven team, with focus on product value as well as maintaining and improving high customer satisfaction level
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What are we looking for?

• Experience in explaining a service or product to customers
• Sales drive
• Experience in communicating to customers over the telephone
• Experience working in target driven role
• Excellent written and spoken English language skills

What do we offer?

• Basic salary + excellent bonus scheme with a monthly commission opportunity
• Monthly rewards for top performers
• Two weeks of training as a standard onboarding process + constant work on your individual professional progress and development
• An amazing team culture based on nurturing a healthy sales environment where people support, encourage, and help each other

Why are we the best place for work?

We are based in three beautiful locations in Senjak with:

• Catered lunch every day
• Basketball court and table tennis
• Fresh fruit every week
• Massage on-site
• Pet friendly

We're committed to providing equal opportunities to all applicants and employees – in fact, this is at the heart of our company culture and values. We welcome applications from candidates with diverse backgrounds.

What happens next?

You apply.

We carefully review your application over a decent cup of coffee.

We'll get back to you. Even if it's a no (at the moment).

Hyperoptic has been recognized in the top three for the Best Recruitment Process amongst Belgrade IT Companies, three years in a row.

Any questions? Drop us an email at talent@hyperoptic.com

And don't forget to keep an eye on our careers site as we're growing fast: https://careers.hyperoptic.com/

We look forward to hearing from you!