Job Description

As a Retention Specialist, you will be an ambassador of the client's product and services by endorsing different services to customers and retaining their subscription. You will be interacting with them to address inquiries and resolve complaints. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT YOU WILL DO

Customer Service

Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism

Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved

Deliver service excellence and maximize customer service and satisfaction

Customer Retention

Recommend and sell a variety of services and products to customers

Probe and discover the needs of the customer and recommend the appropriate service

Quality and Excellence Management

Ensure proper and timely escalation of issues to meet internal and external expectations

Identify opportunities and recommendations for continuous process improvement

Work with the external team to stay updated on product and service knowledge

Minimum Qualifications

YOU HAVE…

At least 2 years of college undergraduate degree

At least 1 year of BPO (Customer Service and Sales) experience

Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications

Excellent verbal and written communication skills

An ability to understand and communicate complex ideas to customers, both verbally and in written form

Aptitude to quickly learn and navigate new technology, systems, and applications

Ability to accept feedback gracefully and with an open mind

Customer orientation and ability to adapt/respond to different types of characters