Customer Retention Specialist (Remote / Work from Home)

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Job Description

Immediate opening for an experienced Customer Retention Specialist. This position is for someone who has exceptional communication and organizational skills, pays attention to detail, can easily identify problems and provide resolutions, can work efficiently under minimal supervision, and is able to identify customer pain points and negotiate accordingly. The ideal candidate will have a cheerful and clear English-speaking voice, is empathetic, can quickly build rapport, is able to handle rejection, has the drive to meet retention goals, and has strong negotiation skills.


About Us
Anytime Mailbox is the leading provider of digital mailbox software solutions in the world. Our mission is to bring postal mail into the 21st century by emphasizing accessibility and practicality, while providing industry-leading customer support. With our easy-to-use platform, business centers, corporate enterprises, mailroom operators, and more can offer customers access to their postal mail through a smartphone, tablet, computer, or practically any device with access to the internet.

We take pride in our international partnerships—we have over 1400 mailbox locations across North America, Asia, Australia, Europe, Africa, and the Middle East. While we are headquartered in Los Angeles, California (USA), we also have flourishing offices in Singapore, Vietnam, and the Philippines. As a leader in the global digital mailbox industry, we are constantly searching for unique talents who can add value and diversity to our team that will push us to exceed our customers’ Upgrade to see actual inforvice Hours are USA / Pacific Standard Time:
This project requires company process orientation for 30 days on a graveyard shift. (8:00AM - 5:00AM PST)


Requirement:
Customer Retention subject-matter expert
At least 3 years of experience in a call center
Experience working in Retention or Sales
Experience working with a B2B SaaS company (preferable)
Must have a First Contact Resolution (FCR) approach
Excellent organizational skills
Excellent communication skills
Must be highly organized and detail-oriented
Stellar command of English verbally and in writing
Excellent troubleshooting, communication, and customer service skills
Strong ability to resolve problems quickly
Strong ability to perform well under pressure
Self-motivated team player, able to set priorities and manage deadlines
Flexible and adaptable to changing duties and responsibilities
Strong ability to multitask and prioritize
Can-do and cheerful attitude
Team player


Other Requirements:
Access to a reliable high-speed Internet connection; at least 25MBPS.
Latest-model computer (preferably Core i3 or higher, and at least 8GB ram)
Available for scheduled and ad-hoc calls/meetings/chats during weekdays working
Quiet workspace; conducive working environment
Good quality, noise-canceling headset
Double monitors (preferred but not required)


Responsibilities:
Make outbound calls and gather information about customer complaints, issues and feedback.
Analyze customer behavior and feedback, provide solutions and/or alternatives, and negotiate with clients to renew contracts and retain business.
Follow communication “scripts” when handling different topics.
Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our internal database in a comprehensible way.
Create, compile, and maintain reports.
Propose customer retention solutions, develop aggressive retention strategies, and implement them.
Support senior management with special projects.


Salary and Benefits:
190 PHP per hour
Work remotely from home.
Hourly full time (40 hours minimum, more if you want)
Year-end incentive paid no later than December 24th.
Health benefits after 90 days with a positive review from the project manager.