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Customer Retention Specialist

2 weeks ago

Southbank, Australia Luxury Escapes Full time

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work 2021 & 2023' by the AFR; employee experience is king here, with weekly events, monthly recognition programs and significant professional development opportunities we do what we can to make you look forward to waking up every day

We are now seeking a Retention Specialist to join our exceptionally talented team in Southbank, Melbourne.

The Retention Specialists are responsible for increasing customer loyalty and reducing cancellations by handling customer inquiries related to order cancellations.

**You will be responsible for**:

- Handle inbound calls from customers wishing to cancel bookings, using active listening and problem-solving to retain them with tailored solutions.
- Proactively offer additional services like travel experiences, insurance, and loyalty program enrollment (LuxPlus+) to enhance customer orders.
- Build strong customer relationships by understanding their needs, providing personalised support, and resolving issues to increase loyalty.
- Analyse cancellation reasons and provide feedback to management, suggesting service improvements to reduce cancellations.
- Work with teams across sales, customer service, and product to resolve customer issues and add value-added services.
- Educate customers on LuxPlus+ benefits, encouraging enrollment for long-term retention.
- Achieve retention and upsell targets by balancing sales goals with a customer-centric approach.
- Maintain accurate CRM records of customer interactions and resolutions for transparency and follow-up.
- Collect and report customer feedback, identifying opportunities for process improvements and new offerings.
- Follow quality standards and best practices to ensure consistent, high-level customer service.

**What we are looking for**:

- Proven experience in customer-facing roles, ideally in a call centre or travel-related environment.
- Experience in retention, account management, or sales, with a focus on upselling and customer loyalty.
- Familiarity with the travel industry, including accommodation, flights, insurance, and loyalty programs.
- Skilled in using CRM software and contact center tools for customer inquiries and record-keeping.
- Proven ability to handle escalations, resolve conflicts, and retain customers in challenging situations.
- A strong track record of meeting or exceeding KPIs for retention, customer satisfaction, or sales.
- Experience promoting or managing loyalty programs to enhance customer engagement.

**What's in it for you?**
- Competitive remuneration package.
- Fun & flexible working environment - with monthly celebrations and recognition programs.
- Famils (experience the travel we sell)
- Discounted travel
- Birthday leave
- Breakfast and lunch provided 5 days a week
- At Luxury Escapes we embrace diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process_.

**We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.