Customer Experience and Retentions Representative II

Customer Experience And Retentions Representative II
Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It's not every day that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double-digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center, and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

RingSense AI is RingCentral's proprietary AI solution. It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to its core software solutions.

This is where you and your skills come in. We're currently looking for a Customer Experience and Retentions Representative II:

• Attend to all the customers ask and concerns on a timely manner
• Formulate and ask relevant and important questions relating to the customer's concern
• Pacify customers and be proactive in solving customers issues
• Make critical decisions that is both a win for the business and the customer
• Empathize with the customer, listen attentively and able to offer necessary appeasement to address the reason for cancellation or downgrade
• Keenly document the transaction and customer interaction using the approved tools provided by the company
• Provide the best customer experience by means of naturally gravitating to resolve the presented issue (cancel or downgrade or just plain feedback) without prejudice to the customer's manner of expression in relaying the message
• Collaborate with other teams, segments or business units to apply apt solution to the customers reason for engaging CSS
• Accomplishes all assigned task and responsibilities morally, legally and ethically
• Follow set processes, protocols, company rules and team/segment house rules including but not limited to established and implied procedures
• Apply the highest form of integrity-based decision making, documenting and credit declaration both overt and personal
• Proactively reach out to assigned customer base to establish relationship and capture upsell opportunities

Desired Qualifications:

• 1+ years' experience as an account manager, retention specialist, sales representative or accumulated years in experience
• Account management experience, proactive and reactive is an advantage
• Demonstrated track record of meeting and exceeding quota or set metrics
• Strong time management, interpersonal, conflict resolution, and collaborative selling or retention skills
• Results-oriented representative who is dynamic and with keen attention to details
• B2B selling / Software / SaaS experience preferred
• Adequate knowledge about Cloud-Based applications, VOIP, PBx, Telephony and UCaaS
• Strong business acumen is a must, experience with Small Business end customers is a plus
• Excellent customer service orientation, face-to-face and on the phone
• Excellent oral and written communication skills including listening and presentation skills
• Strong interpersonal skills, ability to convey and relate ideas to others
• Can make critical decisions that is both legal, moral and ethical with very little supervision
• Ability to learn and adapt quickly
• Self Starter with a history of great decision making, planning, and execution to results
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint
• Vibrant and energetic attitude, willingness to perform and get things done while having fun

What we offer:
We offer all the work/life benefits you could ever want.

• Flexible work arrangement (Hybrid Setup)
• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Performance Incentive (Capped Commission)
• Employee Assistance and Wellness Programs

RingCentral's Customer Success team
is a dynamic group for individuals that is mainly focused on retaining revenue for the company and providing the best customer experience through effective and quality account management. Aspiring candidates are expected to have a keen sense of responsibility, attention to details and an excellent interpersonal skill. RingCentral takes pride in maintaining above industry standards in terms of customer and revenue retention and at the same time having a stable medium to establish high Net Promoter Score. Flexibility and adaptiveness are also very much expected for this position.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO
RingCentral, Inc.
is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.
Acquire BPO
is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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