Customer Service Senior Specialist
3 weeks ago
This role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts within the US region, providing support and bespoke renewal offerings to accommodate customer budgets and optimize renewal revenue.
Key Responsibilities- Drive and close renewals for assigned accounts in the US region by developing strong, sustainable relationships and using denial data and discount structures to minimize cancellations and maximize retention.
- Respond to customer queries daily via email, live chat, or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
- Process orders, invoices, quotes, returns, and claims in a timely and accurate manner, and investigate outstanding and unallocated payments.
- Liaise with the Agent team to follow up on lapsed subscriptions and payments, ensuring customers are responded to in a professional and timely manner.
- Manage cancellation requests to reduce the risk of cancellation within specified SLAs, using agreed discount structures and denial data.
- Maintain Salesforce by updating customer details accurately and documenting all account ownership.
- Provide monthly reporting from the region, outlining performance, activity, and trends.
- Contribute to enhancing service levels and customer experience throughout all touch points, delivering the best customer experience.
- Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area.
- Meet all turnaround times, daily/weekly targets, and quality expectations, managing own workload and prioritization.
- Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
- Previous experience within Retention or Account Management, building customer relationships and managing complex/challenging customer issues.
- Strong analytical capabilities and advanced Excel skills for reporting.
- Experience using CRM/SAP systems (desirable).
- An excellent work/life balance with a fantastic, flexible working culture.
- 25 days annual leave per year plus an extra day off for your birthday.
- 3 additional discretionary days off during the holiday season at the end of the year.
- 4 paid volunteering days each year.
- Company-funded single cover private medical insurance.
- Employee assistance programme – offering 24/7 well-being support.
- Share Match – Plan that matches every share purchased with two free shares.
- Pension scheme.
- Life assurance, plus optical and medical care.
Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we'd then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.
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