Customer Service Senior Specialist- Retention
12 hours ago
Job Title: Senior Customer Retention Specialist
Job Summary:
We are seeking a highly skilled Senior Customer Retention Specialist to join our team at Taylor & Francis. As a key member of our global renewals and retention team, you will be responsible for providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream.
Key Responsibilities:
- Manage annual renewals for non-sales deal accounts within the US and South America regions.
- Provide support and bespoke renewal offerings to accommodate customer budgets and optimize renewal revenue.
- Communicate with customers in both English and Spanish, requiring strong written and verbal language skills.
- Liaise with the Agent team to follow up on lapsed subscriptions and payments.
- Manage cancellation requests to reduce the risk of cancellation within specified SLAs.
- 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.
Requirements:
- Strong written, verbal skills in English and Spanish, including strong telephone skills.
- 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.
- Determination to drive for results and effective time management skills.
- Customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions.
What We Offer:
- 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.
Training and Professional Development:
We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support, and coaching that will get you where you want to be.
Interview Process:
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.
Being Yourself at Taylor & Francis:
If you're excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don't fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.
Equal Opportunities Employer:
Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.
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