Retention Specialists

Role Overview

Retention Team Advisor

Key Responsibilities

• Handle inbound and outbound interactions (calls, chat, email) with customers requesting cancellations or showing intent to discontinue.
• Understand the reason for cancellation and attempt two-step retention efforts by providing alternative solutions, offers, or resolutions.
• Follow defined SOPs cancel the order immediately if the customer mentions disputes, chargebacks, or if the order is already in production stage.
• Maintain a high level of product and policy knowledge to offer accurate information and practical solutions.
• Collaborate with internal teams (logistics, quality, production, finance) to resolve customer issues promptly.
• Achieve defined retention KPIs such as save rate, customer satisfaction (CSAT), and average handling time.
• Accurately document customer interactions, retention efforts, and final outcomes in the CRM/ticketing system.
• Provide feedback to supervisors on recurring customer pain points and suggest process improvements.
• Maintain professionalism, empathy, and patience while handling escalated or dissatisfied customers.
  

Skills & Qualifications

• Excellent communication skills (verbal & written) in English [add local language if applicable].
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Ability to stay calm under pressure and handle difficult conversations with empathy.
• Familiarity with CRM/ticketing tools Freshdesk,
• Flexible to work in shifts, weekends, and high-demand seasons.
  

Key Performance Indicators (KPIs)

• Customer Retention Rate / Save Rate
• CSAT & DSAT scores
• Adherence to SOPs & compliance
• Average Handling Time (AHT)
• First Contact Resolution (FCR)