
Customer Experience Manager
1 day ago
Job Overview
We are seeking a proactive Customer Retention Specialist to manage customer interactions, encourage subscription purchases and resolve outstanding overages.
Responsibilities:
- Contact customers to resolve outstanding overages or encourage subscription purchases post-trial expiration.
- Process orders promptly after the customer reaches out and sends purchase confirmation.
- Coordinate account suspensions for non-response as needed ensuring proper documentation.
- Maintain detailed records of follow-ups and interactions.
- Generate reports on key metrics such as conversion rates from trials to purchases and accounts suspended due to non-response.
Requirements:
- Advanced knowledge of Microsoft Excel software.
- Basic knowledge of Microsoft Word.
- Analytical skills to track performance metrics and improve processes.
- Organized and detail-oriented with the ability to meet deadlines.
- Problem Solving ability.
- Experience in customer service.
- Strong communication and negotiation skills.
- Proficiency with CRM systems like Salesforce.
- Experience in Zendesk.
About Us
Our client is a global technology leader fostering a progressive culture creativity and a flexible work environment using cutting-edge technologies to stay ahead of the curve.
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