Position: Customer Retention Consultant (Inbound/Outbound)Overview: As part of my role, I am involved with reducing Optus consumer churn rates across multiple products including Fixed & Mobile.Responsibilities:- Demonstrating outstanding customer service skills. - Managing customer expectations.- Call control and managing customer objections.- Bill explanations and investigations.- Handle complex billing issues.- Structuring tailored save offers to solicit high-level customer loyalty and retention.- Demonstrating strong negotiation and time management skills.- Excellent problem solving and decision making skills- Utilising conflict management skills to resolve issues.- Demonstrating a keen ability to be self-motivated and meet both individual & team targets- Always meeting and exceeding KPIs and weekly/monthly targets as per company requirements.- Focused on building Internal and External Relationships- Managing a blended call Queue- Always adhering to Company Standards- Use of Company specific systems.