RETENTION SPECIALIST II

Key Responsibilities:
Proactively reach out to customers considering cancellation or downgrading services.
Engage customers in meaningful conversations to understand their needs and concerns.
Offer tailored solutions, promotions, and incentives to retain customers.
Act as a brand ambassador, building strong relationships with customers to reinforce trust and loyalty.
Identify and analyze customer feedback to develop effective retention strategies.
Collaborate with the marketing team to create targeted retention campaigns and promotions.
Stay informed on industry trends and customer preferences to enhance retention efforts.

Billing Support:
Assist with billing inquiries and resolve issues that may impact customer satisfaction.
Process payments, adjustments, and refunds as needed.
Ensure accurate maintenance of customer account records, including billing history and balances.
Work with the Sales and Support team to ensure seamless billing operations that align with retention goals.

Customer Support:
Provide exceptional customer service by addressing any concerns related to account status, service usage, and billing.
Guide customers through product or service upgrades, renewals, and contract extensions.
Support customers in updating payment methods and understanding their billing statements.

Reporting & Analysis:
Track and report on retention metrics, customer satisfaction, and billing accuracy.
Use data to identify opportunities for improving retention strategies and reducing churn.
Present insights and recommendations to management for strategic decision-making.

Qualifications:
3 years of experience in a customer retention role, preferably in a subscription-based or service-oriented industry.
3 years experience with billing processes and customer account management is a plus.
5 years Strong background in customer service and relationship-building, especially via phone communication.

Skills:
Exceptional English communication skills with the ability to connect with customers and address their concerns effectively.
You are someone with: Exceptional English: you know the lingo, the colloquialisms, and slang
Strong problem-solving skills with a focus on customer satisfaction and retention.
Detail-oriented and organized with the ability to manage multiple tasks efficiently.
Proficient in Salesforce CRM, Microsoft Office Suite. Expert Google Docs
Sales acumen and a proactive approach to improving customer retention.

Competencies:
Customer-Centric: Deep understanding of customer needs and a commitment to providing personalized solutions.
Analytical: Ability to analyze customer data and trends to inform retention strategies.
Adaptable: Quick to adjust to changing customer demands and business priorities.
Driven: Strong work ethic with a focus on achieving retention targets and reducing churn.

Working Conditions:
100% remote
Must have a quiet workspace, reliable computer, and high-speed internet connection.
A quiet place to work, your own computer, and a strong wired internet connection.
Minimum hardware requirements: 4 core 8 thread CPU (i5, i7, etc). 16gb of memory/ram 512gb of storage, 1TB preferred.
Internet speed: 100mbps or greater download, 50mbps or greater upload Windows 10 or 11

Compensation:
Competitive base salary with a focus on retention bonuses and incentives.
Paid time off after 3 months
100% Remote position

How to Apply
Submit your resume in English.
Include a 30-second to 3-minute short video showcasing:
Why you’re the perfect fit for this role.
How your skills and experience align with the responsibilities outlined above.
Your exceptional Strategic thinking, and team-oriented mindset.

Note: A thoughtfully crafted short video is mandatory to move to the next stage. This is your chance to make a compelling first impression and demonstrate your ability to communicate effectively. 90% of your customer outreach will be non-phone based
We’ll follow up with shortlisted candidates for a short introductory meet and greet to explore the opportunity further and discuss next steps.
This is more than just a job, it’s a career-defining opportunity. If you’re ready to take on a role with significant earning potential, contribute to a high-growth company, and grow as part of a collaborative team, we want to hear from you. Apply now!
Job Type: Full-time
Application Requirements:
Custom short intro video
Home Office Set up
Comfortable with a Virtual Office environment