Retention Specialist
Reed Elsevier Shared Services (Philippines) Inc Company
Job Description
Manage Collections and Follow-Up Calls
Initiate and manage collection calls to non-paying customers.
Follow up persistently to resolve outstanding payment issues.
Maintain detailed records of communication and agreements, ensuring compliance with company policies.
Address Cancellation Concerns
Engage directly with customers expressing cancellation concerns.
Offer effective solutions aimed at retaining customers and meeting their needs.
Utilize problem-solving skills to diffuse potential conflicts and prevent account closures.
Collaborate with Account Managers
Work closely with account management teams to identify customers at risk of attrition.
Create and implement strategies to save high-risk accounts.
Share insights and collaborate on tailored retention plans to ensure customer satisfaction and long-term loyalty.