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Customer Retention Specialist

2 months ago

Sydney, New South Wales, Australia Dext Full time
About the Role

We are seeking a highly skilled Customer Retention Specialist to join our team at Dext. As a key member of our customer success team, you will be responsible for ensuring our valued partners receive exceptional support and service, ultimately driving revenue growth and minimizing downsell and churn.

Key Responsibilities
  • Act as the primary point of contact for all escalated client matters, ensuring our partners and users receive timely and effective resolutions.
  • Develop and maintain strong relationships with our partners, understanding their needs and providing personalized support to drive customer satisfaction and loyalty.
  • Collaborate with our customer service and account management teams to identify areas of risk and implement strategies to mitigate churn and drive revenue growth.
  • Work closely with our product team to improve self-service resources and enhance the overall customer experience.
  • Identify opportunities for continuous improvement and implement changes to increase customer satisfaction, reduce escalations, and drive revenue growth.
Requirements
  • Excellent customer service skills and experience in a similar role.
  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with our partners.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Flexibility and adaptability, with a willingness to learn and take on new challenges.
  • Strong analytical and problem-solving skills, with the ability to identify areas of risk and implement effective solutions.
What We Offer
  • A competitive salary and commission structure.
  • A comprehensive benefits package, including health and wellbeing allowance, private health insurance contribution, and access to professional development opportunities.
  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A collaborative and inclusive culture, with a focus on teamwork and customer satisfaction.