Retention Specialist

What you’ll do & how you’ll make your mark.

• Takes inbound calls and doing outbound calls regarding cancellation request from the customers.

• Provides excellent service and support to our customers through phone and email

• Focuses on saving cancellation and churn clients

• Deals with all forms of inquiries politely and professionally, always keeping our company’s reputation front of mind

• Responds to phone calls and emails accurately and professionally, and calls the customer back if necessary to ensure resolution in a timely manner

• Comprehends customers’ needs and concerns, and offers the best possible solution

• Gathers information and determines the issue by evaluating and analyzing the symptoms

• Diagnoses and solves technical issues involving email clients, website, DNS and more

• Educates customers on inquiries and other product information

• Manages difficult customer situations in a cool, calm, composed, and professional manner

• Escalates valid issues to the appropriate channels with urgency, keeps self in a calm and composed state

• Keeps records of customers’ interactions, transactions, comments, and complaints

• Meets the required Key Performance Metrics set for the group

• Adheres to the QA policies at hand, ensures high quality service is provided to the customers

• Develops customer relationship by providing the Best in World service

• Works collaboratively and closely with Team Leaders, Support Managers, and training staff

• Communicates and coordinates effectively with other team members and other internal departments

• Assists in providing customer support through chat when the need arises

Why you’ll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

• We celebrate one another’s differences.We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.

• We care about you.We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!

• Where can we take you?We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

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This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.