
Customer Service Solutions Specialist
3 hours ago
This is a six-month contract position with one of the world's leading technology companies. We seek a proactive customer retention specialist to manage customer interactions, encourage subscription purchases, and resolve outstanding overages.
This role involves contacting customers whose trials have expired, facilitating purchases, processing orders, and addressing account issues. Key responsibilities include tracking follow-ups, monitoring outcomes, and generating reports on key metrics like conversions and account actions.
- Advanced Microsoft Excel skills for data analysis and visualization.
- Basics in Microsoft Word for document creation and editing.
- Analytical skills for tracking performance metrics and making informed decisions.
- Organized and detail-oriented with effective deadline management.
- Problem-solving ability to address complex customer issues.
- Customer service experience to provide exceptional support.
- Strong communication and negotiation skills for successful customer engagement.
- CRM system proficiency in Salesforce for efficient customer management.
- Zendesk experience for seamless issue resolution.
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 conversion rates from trials to purchases, accounts suspended due to non-response, and number of follow-ups conducted.
The company offers a progressive culture, creativity, and flexible work environment. If you are a motivated individual looking for a new challenge, this could be the perfect opportunity for you.
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