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Full-time Email Us Retention Officer (bpo Experience) - Agent Role

at Aspiree,inc in Metro Manila
Published at Apr 02, 2021

This role is responsible for customer retention activities including all discharge activity. You will be responsible for delivering high quality interactions across multiple channels, including by phone and email for the company’s existing customers. You will provide timely and high quality options to customers to extend the time they remain with us.

You will be responsible for:

● Ensure a high level of customer satisfaction through proactive support and active listening

● Receive inbound retention calls as well as conduct outbound retention calls to customers

● Exercise creative negotiation and retention skills to turn discharge requests and motivate customers to remain with Bluestone, and save opportunities by identifying customer needs

● Identify and resolve customer issues

● Provide internal feedback on how to improve customer experience and customer retention

● Process discharge requests including liaising with solicitors/brokers in relation to a discharge request

● Any other duties as assigned

QUALIFICATIONS:

As a minimum, at least 2 years of College
Must have 1 year customer service experience in a call center environment
Experience in AU/NZ customer call handling is preferred
Proficient in English language and comprehension - both verbal and written
Strong customer service skills and the ability to exceed customer expectations
Courteous, with strong customer service orientation
Able to think outside the box for solutions to problem
Possess excellent communication and interpersonal skills, with a team focused attitude, good attention to detail, and a good level of problem solving skills
Must have good judgment with the ability to make timely and sound decisions
Team player and able to work with minimal supervision
Strong analytical, deductive reasoning, and listening skills
Amenable to shifting schedules as needed by the business and reliable

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