Retention Specialist  

As a Retention Specialist, you are expected to manage and maintain excellent client relations with new and existing clients, resulting in increased levels of client retention and LTV (lifetime value). This will be accomplished through successful management of account cancellation requests, upselling, and general customer service inquiries via phone and email.

• Initiate outbound calls/emails to inactive clients and those who are at risk of cancellation and implement necessary action such as account adjustment and upselling to address their concern and retain them as active clients.
• Respond to inbound calls, email inquiries, and escalations and accurately and promptly update system on a daily basis with issues and outcomes.
• Work closely with manager in developing methods to improve customer service process and client satisfaction through effective and timely feedback system.
• May handle other general customer service responsibilities and requirements as needed.

• Minimum 1-year work experience in the related field
• Previous sales experience is also an advantage
• Excellent written and verbal English communication skills
• Computer literate
• Can work under minimal supervision
• Resourceful, responsible, and detail-oriented
• Energetic and positive personality and mindset
• Willing to work on a permanent night shift