Customer Retention Officer · Waterlogic
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  • Customer Retention Officer

    Customer Service

    Osbourne Park, Australia

    Role

    We are currently seeking a Customer Retention Representative to join our fast paced team in Osborne Park. The Customer Retention Officer is a critical role in our organisation, if successful in your application your primary daily focus will be all aspects of cancellation requests, including but not limited to using your negotiation and customer service skills to reduce cancellations by offering alternative solutions to issues, such as quoting for equipment upgrades and negotiating contract terms. In addition to your primary focus you will also be responsible for maintaining our high level of customer satisfaction.

    The successful candidate will be a confident, team player with attention to detail who strives for a first contact resolution every time.

    Responsibilities

    • Addresses complaints with the goal of increasing satisfaction and securing renewals or saves
    • Provide alternate pricing options as needed and within pre-established limits to maintain existing customers
    • Provide exemplary customer service while educating customers on active product features, service offerings, billing, product values and benefits
    • Complete all commitments offered to customers in a timely manner, i.e. call backs, rate adjustments
    • Track activities to remain focused on personal and team KPI's
    • Any other tasks in support of the Customer Relations or Customer Service teams

    Requirements

    • Minimum 2 years in a customer service based or equivalent role
    • Demonstrated ability to seek out and seize opportunities and take initiative with little or no direction
    • Demonstrated capacity to thrive in a high change, ambiguous business environment
    • Ability to listen, negotiate and work with a wide range of customers
    • Ability to address problems that involve critical thinking in a diplomatic and tactful manner
    • Excellent computer skills and ability to navigate through multiple systems simultaneously
    • Excellent communication skills and ability interact effectively and professionally within a team
    • Understanding of the importance of set business processes
    • Willingness and drive to contribute to continuous improvement of business processes

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