Retention Expert (a)

About the job

80 - 100 %

In this diverse role

• you conduct professional retention conversations with our customers both inbound and outbound
• you recognise individual customer needs and find suitable solutions for sustainable customer loyalty
• you competently advise on our products and strategically place appropriate offers to prevent cancellations
• you process outbound lists and document customer contacts as well as conversation results in our ERP and CRM systems
• you work closely with customer service and actively contribute to achieving our retention and quality goals
• you support the telephone inbound customer service as well as sales and customer-oriented actions when needed
• you actively contribute your ideas and help continuously develop our retention processes

You will succeed here if

• you have very strong telephone communication and conversational skills and experience in telephone customer service, ideally in outbound or retention
• you respond to customer needs with high persuasiveness and solution orientation and strategically place suitable offers
• you work confidently with ticket and CRM systems, Salesforce is an advantage, and ideally have basic knowledge of subscription processes
• you work in a structured, efficient and quality-conscious manner and keep an overview even with higher volumes
• you have a strong customer and service orientation and remain empathetic, reliable and solution-oriented even in challenging situations
• you are a motivated, team-oriented personality and enjoy working together towards retention goals

Why is there an (a) in our job title? Because we welcome applications from all people who are eager to help us advance with their diverse talents. That alone counts – not age or gender, origin, religion or sexual orientation.

Have we piqued your interest? Sarah Hasler, Talent Acquisition Manager, looks forward to your online application.

Kevin Burri
Head of Customer Service