Inbound Retention Specialist

2 weeks ago

San Juan, National Capital Region, Philippines Focus Support Associates Full time

Responsibilities:
Engage with customers to understand their needs and concerns regarding the product features.
Address customer inquiries and provide solutions to ensure customer satisfaction and retention.
Proactively identify and assist customers who are at risk of canceling their orders.
Utilize effective communication skills to express and organize thoughts clearly, enunciating clearly to ensure customer understanding.
Multitask efficiently to handle multiple customer interactions simultaneously.
Demonstrate effective listening skills to understand customer concerns and provide appropriate responses.
Be available for overtime as needed to meet customer demands.
Maintain a clear and working camera during customer interactions.
Ensure stable internet connection, with a minimum of 30mbps for the main ISP and 20mbps for backup internet.

Requirements:
College graduate.
Amendable to shifting schedules, including night shifts.
Residing within Metro Manila.
Good communication skills, both verbal and written.
Ability to express and organize thoughts clearly.
Clear enunciation.
Ability to multitask effectively.
Effective listening skills.
Must be receptive to feedback.
At least 1 year of experience in a BPO environment (preferred).

Nice to Have:
Experience in customer retention or similar roles.
Familiarity with CRM software.
Additional language proficiency.
Experience with customer feedback analysis and implementation.

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