Retention Specialist

About Company

• A dynamic company headquartered in Australia.
• Multi awards winner, recognized for excellence in telecommunications industry.
• Financial Times Fastest-growing Company APAC 2023.
• AFR (Australian Financial Review) Fast 100 Company 2022.
• Great promotion opportunities that acknowledge and reward your hard work.
• Young, energetic and innovative team, caring and supportive work environment.

About Occom

Occom is an Australia-based, top-rated ISP known for exceptional speed, customer experience, and innovation. As we expand our global support operations, we’re looking for a highly experienced Retention Specialist who can protect our customer base, strengthen loyalty, and deliver world-class customer outcomes.

Role Overview

This is a strategic and high-impact role. You will be the specialist who stands between a customer leaving and a customer staying. We need someone who is confident, solutions-driven, and capable of handling escalations with maturity and precision. Your experience will directly influence Occom’s retention strategy and customer satisfaction across international markets.

Key Responsibilities

· Take complete ownership of high-pressure cancellation requests, escalations, and complex customer issues.

· Use tact, empathy, and strong communication to stabilize situations and turn negative experiences into long-term relationships.

· Conduct deep root-cause analysis to understand why customers consider leaving and recommend actionable improvements.

· Work closely with Support, Billing, Sales, and Technical teams to deliver fast, effective resolutions.

· Monitor churn-related KPIs and identify early warning signs to protect revenue.

· Maintain strong documentation and provide insights that help shape Occom’s retention direction.

· Continuously improve retention workflows, objection-handling scripts, and customer experience.

Required Skills & Qualifications

· 6–7 years of strong, proven experience in customer retention and escalation handling.

· Must have worked in an international customer support environment (AU/US/UK or similar).

· Exceptional communication and negotiation skills with the ability to remain calm under pressure.

· Strong analytical mindset and problem-solving abilities.

· Experience with CRM/helpdesk systems and familiarity with escalation workflows.

· Proven ability to influence decisions, manage objections, and retain high-value customers.

Who Will Succeed in This Role

· Someone who thrives in challenging conversations and knows how to win customers back.

· A confident communicator who can balance empathy with business needs.

· A results-driven professional who understands that retention is not just a process it’s a revenue engine.

· A true team player who wants to grow with a fast-scaling, premium Australian ISP.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Provident Fund

Experience:

• International Process: 6 years (Required)

Work Location: In person