Protect Your Customers' Interests

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $65,000 - $91,500
Job Title: Customer Retention Specialist

The role of a Customer Retention Specialist is crucial in ensuring that customers maintain the protection they need.

  • Engage with customers via phone calls to comprehend their concerns and resolve issues effectively.
  • Proactively identify potential cancellation reasons and offer tailored payment or policy solutions.
  • Understand each customer's financial situation and provide practical options to help them maintain coverage.

Maintain a strong focus on quality assurance by ensuring interactions are compliant, accurate, and consistent with company standards. Educate customers about our products and services.

Document all customer interactions accurately in our CRM system. Meet individual and team targets for retention rates and customer satisfaction. Collaborate with other departments to ensure seamless service delivery.

This role requires previous experience in a call centre or customer service role, preferably with retention experience. Strong negotiation, empathy, and problem-solving skills are essential. Excellent communication skills, both verbal and written, with the ability to simplify complex information are required.

Ability to remain calm under pressure and handle objections effectively is necessary. Awareness of compliance and quality assurance requirements, with a commitment to accurate record-keeping is essential. Proven ability to meet or exceed performance metrics is required. Proficiency with CRM software and Microsoft Office Suite is necessary.

What We Offer
  • Free lunches every Wednesday and Friday
  • Quarterly recognition awards for outstanding performance and an end-of-year gala with a $5,000 grand prize draw
  • Barangaroo location with local amenities available during breaks
  • Structured training for new hires with drive to hit results
  • Clear career progression opportunities within the first year with salary increases
  • Monthly bonuses rewarding progression and improvement
  • A high-performing, supportive team culture

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