Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.
About the role
- Retention Specialist enhancing customer retention for digital banking company. Engaging with SMEs planning to terminate services to win them back.
Responsibilities
- Prevent cancellation intentions by delivering an outstanding customer experience
- Strong negotiation skills
- Handle customer inquiries and ensure the highest level of customer satisfaction
- Cross- and up-selling to further develop customer relationships
- Prepare comprehensive proposals, send and follow up on offers, negotiate contracts and close deals
- Direct contact with our customers via inbound and outbound calls, as well as emails
- Create clear, traceable documentation in our leading IT systems SAP and Salesforce
- Work according to monthly performance metrics and targets
Requirements
- Completed vocational training in business or a service-oriented field
- Experience and proven success in a customer retention and/or sales role, preferably within FinTech, telecommunications, media, insurance, or hospitality
- Resilience and a high degree of self-motivation and reliability
- Experience handling customer complaints
- Strong interpersonal and communication skills
- Excellent written and verbal communication skills
- Very good German and good English skills, both written and spoken
Benefits
- Attractive salary and an overall competitive package
- Well-structured on-the-job training and ongoing support from your manager
- Hybrid working model & flexible working hours
- Company bike program (JobRad)
- Subsidy for home office setup
- Equipment for the role (laptop)
- Voluntary pension plan
- Employee referral bonuses for recommending new team members
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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