When customers are facing issues with their purchase, a Customer Relationship & Retention Specialist will provide support online, over the web ticketing, phone or via live chat. This includes promoting the benefits of the service, getting feedback, addressing customers’ problems and offering alternative solutions to address the issue with their order.

The command of English must be impeccable and be able to articulate professionally in order to win the customer's heart and mind while addressing the issue at hand.

You will be the first point of contact for the customer's pre and post order related enquiries, and with a customer centric attitude you will explore the needs of members beyond their initial enquiry. The role will also include creating and maintaining documentation about customers’ issues so that the company can make improvements that increase retention. 

Responsibilities:

• Ensure customers are supported every step of the way by working collaboratively with all teams and departments
• Understand the customer’s situation and demands
• Deliver customer solutions via ticketing, livechat and phone
• Assist customers with payment related matters
• Assist with customer administration tasks
• Assist in resolving customer disputes within delegation
• Instill customer loyalty and retain customers through the company’s retention strategies
• Enhance customer satisfaction by providing solutions professionally

Requirements:

• A natural communicator who enjoys talking to customers to understand their needs and provide exceptional customer service
• Exceptional command of English and other languages will be an advantage
• Have good keyboard typing skills (min 40 wpm)
• Demonstrated professionalism and a strong customer service ethic
• Excellent telephone and verbal communication skills and a pleasant phone manner
• A genuine passion for customer service
• Pleasant and cheerful personality
• Openness to feedback and willingness to develop professionally
• Excellent problem-solving ability
• Attention to detail and accuracy
• Previous experience in a similar role would be considered favorably
• 5-day work week Rotation based on work scheduled
• Must be able to work on Morning and Night Shift
• Must be able to work on weekend and public holiday