Customer Retention Advisor

We are looking for a highly motivated and customer-focused Customer Retention Advisor to join our on-site team. In this role, you will be responsible for handling inbound calls and interacting with customers to provide support and resolve account-related issues. Your primary goal is to retain customers who are considering cancelling their service by understanding their concerns, offering solutions, and promoting the value of our offerings.

Responsibilities:

Handle inbound calls from existing customers regarding their accounts, services, or concerns about cancellation.

Proactively identify and address reasons why customers may want to cancel, and offer tailored solutions to resolve their issues.

Demonstrate empathy, patience, and professionalism in every interaction, ensuring a positive customer experience.

Educate customers on product features, benefits, and promotions that may enhance their satisfaction and loyalty.

Accurately document customer interactions and outcomes in the system for future reference and quality assurance.

Meet or exceed individual and team performance metrics, including retention rates, customer satisfaction, and call handling time.

Stay updated on product changes, promotions, and retention techniques to remain effective and informed.

Uphold company policies and compliance standards in all customer interactions.

Qualifications:

At least 1 year of experience in customer service and retention, or sales – preferably in a call center environment.

Experience in retention, sales, and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment

Excellent written communication skills with the ability to clearly and professionally convey solutions.

Strong problem-solving skills and the ability to think on your feet during real-time interactions.

Empathy-driven approach with a strong focus on customer satisfaction and relationship-building.

Ability to multitask and have organizational and data entry skills

Strong attention to detail and the ability to follow directions

Excellent customer service and communications skills

Effective comprehension and analytical skills, as well as the ability to summarize information and offer solutions.

Strong outgoing personality and great work ethic.

Comfortable working in a fast-paced environment with performance targets.

Proficiency in using chat platforms, CRM tools, and standard office software.

Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required

Must be willing to go through pre-employment background checks and assessments

Willing to work on-site