Job
Description
Role Overview: As a Retention Team Advisor, your main responsibility will be to engage with customers who are looking to cancel their orders, discontinue services, or express dissatisfaction. Your focus should be on understanding customer concerns, finding solutions to resolve issues, and offering alternatives that will encourage customers to continue their relationship with the brand. This role requires you to have strong communication, problem-solving, and negotiation skills, while maintaining a customer-first mindset. Key Responsibilities: - Handle inbound and outbound interactions (calls, chat, email) with customers who want to cancel orders or show intent to discontinue. - Identify the reasons for cancellation and engage in two-step retention efforts by providing alternative solutions, offers, or resolutions. - Follow defined SOPs to cancel orders immediately if customers mention disputes, chargebacks, or if the order is already in the production stage. - Maintain a high level of product and policy knowledge to provide accurate information and practical solutions. - Collaborate with internal teams (logistics, quality, production, finance) to promptly resolve customer issues. - Achieve defined retention KPIs such as save rate, customer satisfaction (CSAT), and average handling time. - Document customer interactions, retention efforts, and final outcomes accurately in the CRM/ticketing system. - Provide feedback to supervisors regarding recurring customer pain points and suggest process improvements. - Maintain professionalism, empathy, and patience when dealing with escalated or dissatisfied customers. Qualifications: - Excellent communication skills (verbal & written) in English (add local language if applicable). - Strong negotiation, problem-solving, and conflict-resolution skills. - Ability to remain calm under pressure and handle difficult conversations with empathy. - Familiarity with CRM/ticketing tools like Freshdesk. - Willingness to work in shifts, weekends, and during high-demand seasons. Role Overview: As a Retention Team Advisor, your main responsibility will be to engage with customers who are looking to cancel their orders, discontinue services, or express dissatisfaction. Your focus should be on understanding customer concerns, finding solutions to resolve issues, and offering alternatives that will encourage customers to continue their relationship with the brand. This role requires you to have strong communication, problem-solving, and negotiation skills, while maintaining a customer-first mindset. Key Responsibilities: - Handle inbound and outbound interactions (calls, chat, email) with customers who want to cancel orders or show intent to discontinue. - Identify the reasons for cancellation and engage in two-step retention efforts by providing alternative solutions, offers, or resolutions. - Follow defined SOPs to cancel orders immediately if customers mention disputes, chargebacks, or if the order is already in the production stage. - Maintain a high level of product and policy knowledge to provide accurate information and practical solutions. - Collaborate with internal teams (logistics, quality, production, finance) to promptly resolve customer issues. - Achieve defined retention KPIs such as save rate, customer satisfaction (CSAT), and average handling time. - Document customer interactions, retention efforts, and final outcomes accurately in the CRM/ticketing system. - Provide feedback to supervisors regarding recurring customer pain points and suggest process improvements. - Maintain professionalism, empathy, and patience when dealing with escalated or dissatisfied customers. Qualifications: - Excellent communication skills (verbal & written) in English (add local language if applicable). - Strong negotiation, problem-solving, and conflict-resolution skills. - Ability to remain calm under pressure and handle difficult conversations with empathy. - Familiarity with CRM/ticketing tools like Freshdesk. - Willingness to work in shifts, weekends, and during high-demand seasons.
