Retention Specialist

3 days ago

Chermside, Queensland, Australia beBeeCustomer Full time $55,000 - $70,000

Role Overview

We are seeking a dedicated individual to join our team as a Customer Retention Representative. This role involves interacting with customers, addressing their concerns, and delivering exceptional service.

Key Responsibilities
  • Handle customer cancellation requests in a timely and professional manner
  • Engage with customers to understand their concerns and explore alternatives to cancellation
  • Record cancellation reasons and feedback to improve customer experience
  • Deliver exceptional service to every customer, aiming for a positive outcome
  • Use provided scripts and tools to de-escalate inbound cancellation enquiries
  • Collaborate with the leadership team to develop strategies that reduce customer churn
  • Meet retention targets (e.g., percentage of cancellations saved)
  • Contact customers with overdue accounts via phone, email, and SMS
  • Explain billing details and negotiate repayment arrangements
  • Encourage customers to re-engage with the service post-absence
  • Liaise with third-party collection agencies and billing providers
  • Update payment details, process payments, and maintain account accuracy
  • Meet debt recovery targets (% of balances recovered)
Requirements
  • 1–2 years' experience in debt collection, call centre roles or customer service roles (where you dealt with customers via the phone)
  • Strong communication and negotiation skills
  • Confident handling difficult conversations with empathy and professionalism
  • Experience managing customer databases or CRM systems is ideal
  • Detail-oriented with excellent follow-through
  • Goal-driven with a strong ability to meet performance targets
  • A passion for customer satisfaction and helping people stay engaged
  • Australian working rights
Benefits
  • Opportunity to work in a dynamic environment
  • Chance to make a real difference in customers' lives
  • Competitive remuneration package

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