Sales & CS Retention Specialist

Be part of our fast-growing team and unchain all the possibilities!

What is your mission?

We are seeking for a motivated and skilled Sales & Customer Service (CS) Retention Specialist to join our team. In this role, you will be responsible for handling both inbound and outbound calls, focusing on retaining customers, addressing service concerns, and managing payment collections. You will act as a key point of contact for customers seeking to cancel services or express dissatisfaction, offering effective solutions to retain their business. Your goal is to maintain strong customer relationships, meet retention targets, and contribute to the overall success of the team.

You will provide the best service to our partner brands by performing these tasks:

• Manage inbound and outbound calls to engage with customers, providing a positive and professional experience.
• Handle payment collections and resolve billing-related issues in a clear, timely manner.
• Address and resolve customer complaints, concerns, or cancellation requests, aiming to retain customers whenever possible.
• Develop and implement effective retention strategies based on customer feedback and data.
• Build and maintain strong relationships with customers and business associates.
• Work closely with the sales team to identify opportunities for upselling, cross-selling, or other sales-driven retention efforts.
• Meet or exceed performance goals related to customer retention, sales targets, and payment collections.
• Maintain accurate customer records and transaction details in the CRM system.
• Collaborate with other departments to ensure customer needs are met and resolve any issues.
• Stay current on company products, services, and policies to provide informed and accurate information to customers.

Who are we looking for?

• 3 to 5 years of experience in a retention and collections role, ideally in a BPO (Business Process Outsourcing) setting.
• Experience in both customer service and sales, with a strong understanding of both aspects.
• High proficiency in English, with excellent written and verbal communication skills.
• Strong interpersonal and relationship-building skills.
• Advanced problem-solving and conflict resolution abilities.
• Ability to handle high-pressure situations with patience, empathy, and professionalism.
• A self-starter with the ability to work independently and maintain high productivity.
• Organizational skills to manage customer interactions and documentation efficiently.
• Proficient in sales and customer service software, CRM systems, and other relevant tools.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks