Customer Retention Specialist

Geniebook Pte. Ltd.| Date Posted: 1-Jul-2020
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Job Nature:
Permanent
Position Level:
Experienced
Qualification:
Diploma, Bachelor's / Honours

Job Description

 

Job Scope:

  • To assist in driving collections from customers 
  • Follow up with customers on their request relating to termination of subscription and to perform proactive retention to renew their subscription and/or continue with their subscription during contractual period 
  • Maintaining and updating of failed payments report daily 
  • Responsible for churn rate 
  • Defuses call situations and professionally demonstrates including but not limited to, empathy, sensitivity and clarity to alleviate customer complaints while providing quality customer service
  • Documents all interactions and decisions in a clear, concise and professionally written manner; in system notes according to standard operating procedures
  • Follows appropriate work flow processes

 

Requirements:

  • At least 3 years and above in customer service/retention environment
  • At least 2 years and above in driving collections from customers (Accounts Receivable)
  • Candidates with sales experience will be considered favorably
  • Target driven to meet the objectives set for achieving within timelines
  • Ability and quick mindedness in turning a negative situation to a positive outcome 
  • Excellent customer handling skills Independent and Self-Driven with problem solving skills
  • Excellent negotiation skills
  • Demonstrates a high level of urgency and responsiveness to inquiries
  • Ability to stay positive

 

Company Overview
Geniebook Pte. Ltd.