Business Retention Representative (RBAR)

Accountabilities

• Customer Retention:Engage with existing customers who are considering cancelling their services, identify the reasons behind their decisions, and develop appropriate strategies to retain their business.

• Customer Needs Assessment:Conduct effective conversations to understand customer concerns, service expectations, and individual circumstances, ensuring that recommendations address their specific needs.

• Issue Resolution:Investigate customer complaints, service-related challenges, and billing concerns, coordinating with the relevant teams when necessary to achieve timely and satisfactory resolutions.

• Retention Solutions:Present suitable service options, plan adjustments, promotions, or alternative solutions, where available and authorized, to encourage customers to maintain their subscriptions.

• Objection Handling:Address customer concerns professionally and confidently, using active listening, empathy, negotiation, and persuasive communication to overcome objections.

• Customer Relationship Management:Build positive, lasting relationships by demonstrating professionalism, patience, and a genuine commitment to customer satisfaction.

• Sales and Retention Performance:Work toward established retention targets, customer satisfaction objectives, and other performance indicators while balancing customer needs with business goals.

• Documentation and Reporting:Maintain accurate records of customer interactions, cancellation reasons, retention offers, and resolution outcomes in the appropriate systems.

• Cross-Functional Collaboration:Work with internal departments to resolve complex cases, escalate issues when appropriate, and improve the overall customer experience.

• Continuous Improvement:Identify recurring customer concerns, share feedback with relevant teams, and contribute to initiatives that improve retention strategies, service quality, and customer loyalty.

• Policy and Procedure Compliance:Follow established retention guidelines, customer service standards, and applicable data privacy and security requirements.

Requirements:

• Previous experience in customer service, customer retention, contact centers, account management, sales, or a related customer-facing role.

• Strong verbal and written communication skills, with the ability to explain solutions clearly and adapt communication to different customer needs.

• Excellent active listening, empathy, negotiation, and objection-handling skills.

• Demonstrated ability to resolve customer concerns, manage difficult conversations, and remain professional in challenging situations.

• A customer-oriented mindset combined with a results-driven approach and the ability to work toward measurable performance targets.

• Strong problem-solving and decision-making skills, including the ability to assess customer needs and recommend appropriate solutions.

• Good organizational skills and attention to detail, particularly when documenting interactions and managing multiple customer cases.

• Ability to use customer relationship management systems, contact center software, and other digital tools to record interactions and manage customer information.

• Ability to work collaboratively with colleagues and other departments while also managing responsibilities independently.

• Flexibility to adapt to changing priorities, customer demands, and business procedures in a fast-paced environment.

• Commitment to maintaining customer confidentiality and following company policies and relevant data protection standards.

Preferred Qualifications:

• Experience in telecommunications, internet services, subscription-based businesses, or other recurring-revenue industries.

• Previous experience in cancellation prevention, customer win-back initiatives, or customer loyalty programs.

• Familiarity with retention metrics, customer satisfaction indicators, and performance-based service environments.

• Experience using CRM platforms, ticketing systems, and contact center technologies.

• Strong sales instincts and the ability to identify opportunities to retain customers while maintaining a positive customer experience.

• Experience working in structured, target-driven teams where service quality and productivity are measured.

Benefits:

• Career development:Opportunity to develop customer retention, negotiation, conflict resolution, and relationship management skills.

• Professional growth:Potential to build experience in customer success, account management, sales, and customer experience operations.

• Customer impact:The opportunity to influence customer satisfaction, loyalty, and long-term business relationships.

• Performance-driven environment:Clear objectives and measurable outcomes that support professional development and accountability.

• Collaborative workplace:Opportunities to work with cross-functional teams to resolve customer issues and improve service delivery.