Retention Specialist (English Speaking) – Bonus Structure

Acerca de la Empresa

TUI Group is the world’s leading tourism group. Our comprehensive portfolio consists of strong tour operators, 1,600 travel agencies and leading online portals, five airlines with around 150 aircraft, over 400 hotels, 16 cruise ships, and incoming agencies in all major holiday destinations around the globe. We offer our 27 million customers a unique holiday experience in 180 regions worldwide. As a customer-centric organization, we are committed to providing outstanding service and ensuring our customers remain delighted with their TUI experience.

Descripción del Trabajo

We are seeking a highly motivated and customer-focused Retention Specialist to join our team in Playa Blanca, Lanzarote. In this critical role, you will be responsible for proactively engaging with our existing customer base, identifying their needs, addressing concerns, and ultimately preventing churn. Your primary goal will be to build lasting relationships, enhance customer satisfaction, and drive loyalty through exceptional service and effective problem-solving. This position includes a competitive bonus structure tied to your success in customer retention. Fluency in English is essential for communicating with our diverse international clientele.

Responsabilidades Clave

• Proactively contact customers to understand their satisfaction levels and identify potential churn risks.
• Listen attentively to customer concerns, provide empathy, and offer effective solutions to retain their business.
• Educate customers on the full value of TUI Group products and services, highlighting benefits and new offerings.
• Negotiate and tailor solutions or offers to meet individual customer needs and secure their continued loyalty.
• Document all customer interactions and retention efforts accurately in the CRM system.
• Collaborate with sales, customer service, and product teams to address recurring issues and improve overall customer experience.
• Achieve and exceed individual and team retention targets.
• Provide feedback on customer trends and insights to help refine retention strategies.

Habilidades Requeridas

• Fluent in English (both written and spoken)
• Proven experience in a customer service, retention, or sales role
• Excellent communication and interpersonal skills
• Strong negotiation and persuasion abilities
• Exceptional problem-solving and conflict resolution skills
• Ability to work independently and as part of a team
• Proficiency with CRM software and general computer applications

Cualificaciones Preferidas

• Previous experience in the travel, hospitality, or tourism industry
• Knowledge of an additional European language (e.g., German, Spanish, French)
• Demonstrated ability to meet and exceed targets in a results-driven environment
• Bachelor's degree in Business, Marketing, or a related field

Ventajas y Beneficios

• Competitive salary with a performance-based bonus structure
• Opportunities for career growth and professional development within a global company
• Employee discounts on TUI Group holidays and travel products
• Comprehensive health and wellness benefits
• Collaborative and supportive work environment
• Relocation assistance for eligible candidates (if applicable)

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