Customer Retention Specialist

1 day ago

Sydney, New South Wales, Australia beBeeRetention Full time $65,000 - $91,300

We are seeking a Customer Retention Specialist to join our team. As a Customer Retention Specialist, you will play a critical role in helping customers maintain the protection they need.

By taking the time to understand each customer's financial situation and concerns, you'll provide tailored solutions that support their circumstances and help keep their policies in force.

About the Role

The ideal candidate will have strong negotiation, empathy, and problem-solving skills. Excellent communication skills, both verbal and written, with the ability to simplify complex information are also essential.

  • Engage with customers over the phone to understand their concerns and resolve issues.
  • Proactively identify reasons for potential cancellations and offer tailored, more suitable payment or policy solutions.
  • Understand each customer's financial situation and provide positive, practical options that help them maintain coverage.
  • Support customers in keeping their policies active through effective communication, empathy, and problem-solving.
  • Maintain a strong focus on quality assurance by ensuring interactions are compliant, accurate, and consistently reflect company standards.
  • Educate customers about our products, services, and value propositions.
  • Document all customer interactions accurately in our CRM system.
Benefits

This is a full-time, office-based role in a central CBD location. You'll work on a rotating roster of shifts between 7:00 am and 7:00 pm, with shifts allocated by the business to ensure fairness across the team.

No weekend work — Saturdays and Sundays are always free. No late-night shifts — all rosters finish by 7:00 pm. A fair and structured schedule, with shifts shared evenly across employees.

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