Retention and Escalation Representative

We are looking for a Dynamic Retention and Escalation Specialist to help us retain our client’s core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist is able to improve sales by creating lasting bonds with customers.

Key responsibilities:

  • Communicating with customers and clients.
  • Analyzing customer behavior.
  • Gathering information about customer complaints.
  • Developing aggressive retention strategies based on customer feedback.
  • Negotiating with customers to renew contracts and retain business.
  • Giving feedback to the sales team and propose customer retention solutions.
  • Writing and presenting customer behavior reports.
  • Building positive relationships with customers and business associates.
  • Maintain good client and customer engagement for continuous business

Retention Specialist Requirements:

  • 2+ years’ experience in a similar role.
  • Excellent customer service skills.
  • Must have the ability to multitask and manage time effectively.
  • Strong conflict resolution skills.
  • In-depth knowledge of sales and marketing software.
  • Ability to remain calm and professional in stressful situations.
  • Advanced communication and interpersonal skills.
  • Empathy and patience.
  • Advanced organizational skills.
  • Outstanding problem-solving and organizational abilities.
  • Must be willing to work graveyard shifts.
  • Amenable to work on shifting schedule if necessary.
  • Overtime and holiday shift is possible.

Technical Requirements:

  • Stable wired internet connection with a minimum of 10mbps up to 25mbps.
  • Laptop or PC specs:
           CPU: At least i3 or AMD Equivalent (higher the better)
           RAM: 8gb (higher the better)
           HDD: 500gb
           SSD: optional
           GPU: optional
  • Working webcam
  • Headset with noise-canceling microphone
  • Back-up internet is highly recommended

The role is remote but we can guarantee a healthy and fun working environment with lots of events for our valued employees. Perks, rewards, recognition, and promotion awaits you!



►Visit to record your 30 seconds to 1-minute audio introduction and paste the link under the comments section.

► Screenshot of your speedtest is required! Visit and share link under the comments section.

► Resume or CV must be PDF and attach a screenshot of your PC specs together with your resume or CV. ***Must be one file only.

Good luck and looking forward to talking to you soon!

-One Click Virtual Support, Recruitment Team

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