Retention Specialists

Role Overview

As a Retention Team Advisor, you will be responsible for engaging with customers who wish to cancel their orders, discontinue services, or express dissatisfaction. Your primary focus will be on understanding customer concerns, identifying opportunities to resolve issues, and offering solutions that encourage customers to continue their relationship with our brand. This role requires strong communication, problem-solving, and negotiation skills with a customer-first mindset.

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)