Customer Retention Associate

Job Description:

Maintain excellent knowledge of our products and services in order to understand customer's needs.

• Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us.
• Apply sales/Retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualized solutions to customers and closing all saves with integrity.
• Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customers request or issue.
• Identify opportunities to turn dissatisfied customers into happy customers.
• Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Report regularly to their respective manager on all activities relating to the role.
• Deliver a high quality, business to business support service resolving customer enquiries at the first point of contact wherever possible.
• Always act in a mature and professional manner towards customers and all Adobe employees.
• Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support, with excellent spelling, grammar and attention to detail
• Show confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their services
• Follow documented procedure for the type of contact the customer needs using tools & resources to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.).
• Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer needs.
• Manage all required follow-up work on time and aim to meet or exceed customers expectations

What you need to succeed

• Proficiency to use web-based tools to stay current on Adobe products, features, services and offers.
• Work independently within established procedures associated with the specific job function and consistently exceed in all metrics.
• Tech savvy and a quick learner with an ability to manage tasks in agreed timeframe.
• Experience of working in a team environment and managing a diverse workload.
• Goal oriented, self-motivated, confident, thorough and tenacious with excellent communication and influencing skills.
• Advanced negotiation and conflict resolution skills.
• Understanding of key concepts of First Call Resolution and Customer Satisfaction.
• Adaptable and flexible to change. Willing to work in different shifts.
• Advanced communication (Written and Verbal) and interpersonal skills.
• Brings a sense of urgency to the position to resolve issues fully in a timely manner.
• General global cultural awareness, as they will be supporting customers from different regions.
• Sales acumen will make a huge difference in your ability to take on this challenge.