It’s really important for Virgin Media to retain their customers and that’s why our job is so important.
I am a Customer Relations Executive, I’m taking inbound calls from customers who have expressed some form of dissatisfaction.
And my main aim is to make sure that I resolve whatever issue that they have called up about.
It is a very varied role because you are taking calls that relate to a whole number of different issues.
They could be customer service calls i.e. billing nature, where they don’t understand a bill or the customer may have called up saying I’m thinking of leaving, and so I would then make sure we know what the benefits are, got through it, explain to them that this is fantastic! You’ve got the fastest broadband you can get – why wouldn’t you want to stay with us?
To work here you need be fantastic listener, you need to be patient, you need to be diplomatic and very level headed. People are going to be talking to you about things that you might not agree with but actually you’ve got to move on and get that issue resolved.
Your listening to problems all day so it is quite hard but the support you get from your manager and the people you work with just really helps enormously.
I love Virgin Media so I have no problem in telling my customers how great Virgin Media is.