Customer Retention Specialist

Company: Magik
Location: Remote work

Are you a persuasive communicator who thrives on turning “I want a refund” into “I’m glad I stayed”?
We’re looking for driven, empathetic, and strategic individuals to join our Customer Retention Team. In this role, you’ll speak directly with customers who are considering canceling or returning their orders—and it’ll be your job to listen, understand, and offer solutions that meet their needs while preserving the relationship.

Key Responsibilities
-Engage with customers requesting refunds or cancellations phone
-Understand the reason behind the request and offer tailored solutions
-Follow scripts and save walkdowns while also adapting to customer tone and behavior
-Accurately log interactions and outcomes in the CRM
-Collaborate with the QA team and leadership to continuously improve retention strategies
-Meet or exceed monthly retention and “save rate” goals

Qualifications:
-At least 2 years of customer retention experience through phones (eCommerce or DTC is a plus!)
-Confident, calm, and persuasive communication style
-Comfortable handling objections, refunds, and difficult conversations with empathy
-Results-driven mindset — you get energy from hitting and exceeding targets
-Familiarity with tools like Zendesk, Aircall, or similar CRMs is a plus
-Fluent in English (spoken and written), with excellent grammar and tone

Technical Requirements:
-Laptop or desktop with at least 8GB of RAM and Intel Core 3 or higher
-Headset with noise cancellation microphone
-Internet speed of at least 50 Mbps
-Reliable internet backup connection
-Access to a generator set for uninterrupted power supply

If you’re detail-oriented, highly reliable, and eager to provide top-notch customer service, apply now and join our dynamic team at Magik! You may send your resumes to ----------