Senior Retentions Advisor

4 weeks ago

Dublin, Dublin City, Ireland Global Payments Inc. Full time

Job Description Summary

A Senior Retention Advisor will play a crucial role in the Retentions team. Responsible for assisting management, retaining existing customers by addressing customer concerns, resolving issues and enhancing the overall customer experience. Activities include coaching and training of new employees, assisting with weekly and monthly reports, maintaining the Retentions inbox, handling pricing requests, cancellation requests and account management. Responsible for ensuring the delivery of retention targets to reduce company churn, maintaining customer records and completing required documentation.

What Part Will You Play?
  • Undertake specific tasks and projects as directed by management.
  • Maintain the Retention team email inbox and delegate "At risk" requests to team members as per assigned lead rotation.
  • Monitor and report trends within the payments industry.
  • Manage a portfolio of clients for the company.
  • Contact customers via phone and email to reduce churn through proactive and reactive retention processes.
  • Manage all price plan migrations from customer requests.
  • Respond to customer requests for information and assist customers who are distressed or unhappy through issue ownership, resolution, service improvements and pricing reviews.
  • Manage client relationships and expectations during the retention process.
  • Maintain existing client records in accordance with company policies, including call notes, scheduled interactions, contact information and other relevant client information in the CRM. Develop knowledge of current product/service portfolio and changes in the payments industry.
  • Additional ad hoc duties when required.
Preferred Qualifications
  • Minimum 2 years retention or relevant payments industry experience
  • Proven track record of achieving retention or sales targets
  • Sales/Retention experience, cold calling experience, demonstrated successful performance in previous sales roles
  • Proficient in Microsoft Office & Google Docs
Desired Skills And Capabilities
  • Skills / Knowledge: Substantial understanding of the job and ability to apply knowledge to complete tasks.
  • Job Complexity: Works on routine to moderately difficult assignments with some decision-making.
  • Supervision: Normally receives little instruction on daily work; general instructions on new assignments.
  • Decision Maker: Strong problem-solving ability and quick issue resolution.
  • Communication: Effective listener and communicator capable of building long-lasting customer relationships.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Marketing and Sales
Industries
  • Financial Services
  • IT Services and IT Consulting

We're not soliciting candidates via unsolicited services. Referrals may inform your application status where applicable.


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