Retention Specialist

About This Role

Retaining customers by solving their problems, answering questions, and preventing cancellations is the core function of this specialist role. It involves understanding customer needs, offering tailored solutions, and promoting products to increase satisfaction. The specialist will build relationships, handle objections, and negotiate to keep customers.

Responsibilities

• Drive customer retention by resolving issues, addressing inquiries, and preventing cancellations
• Provide customized solutions and promote products/services to improve customer satisfaction
• Cultivate strong relationships, overcome objections, and negotiate to retain loyal customers
• Consistently meet performance goals in a fast-paced, dynamic environment
• Adhere to company policies and ensure the confidentiality of customer information

Requirements

• At least 1 year of Customer Service or Telco experience
• Strong typing and oral communication, and multi-tasking skills
• Sales process understanding
• Complex issue resolution experience and problem solving