Strategic Accounts & Retention Specialist

Lotuspeople.Com.Au; Sydney; Sur place; AUD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Structured onboarding

Career progression

Exposure to growing fintech

Supportive team culture

Birthday + wellbeing leave

Recognition programs

Mon-Fri only

Modern office

Résumé du poste

Lotus People in Sydney, Australia, is expanding its Strategic Accounts team to strengthen customer relationships and reduce churn. You will blend customer service, relationship management and problem-solving to work directly with business owners, investigating activity and delivering tailored solutions.

This role is not scripted or high-volume; you will have strategic conversations, review activity, and influence customer outcomes while maintaining proactive engagement across channels.

Qualifications

• Previous experience within customer service, retention, account management or contact centre environments.
• Strong communication and rapport-building skills.
• Confidence handling difficult or solution-focused conversations.
• Ability to problem solve and investigate customer concerns independently.
• Commercial awareness and ability to balance customer and business outcomes.
• Resilient, adaptable and comfortable working within KPIs.
• Strong written communication and systems skills.
• Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded.
• Proactive mindset with the ability to manage multiple conversations and follow-ups.

Responsabilités

• Manage inbound customer enquiries relating to account concerns, pricing and retention.
• Conduct proactive outbound engagement with customers identified as at risk.
• Investigate account activity, transaction history and customer concerns before outreach.
• Build strong relationships with business owners and decision-makers.
• Deliver tailored solutions to improve customer experience and strengthen loyalty.
• Manage pricing and rate review conversations within approved guidelines.
• Use phone, email and SMS to maintain proactive customer engagement.
• Collaborate with leaders and colleagues to improve retention strategies and customer outcomes.
• Maintain accurate records and follow-up activity across multiple customer conversations.
• Contribute to team KPIs, quality standards and customer retention outcomes.

Description du poste

Lotus People in Sydney, Australia, is expanding its Strategic Accounts team to strengthen customer relationships and reduce churn. You will blend customer service, relationship management and problem-solving to work directly with business owners, investigating activity and delivering tailored solutions.

This role is not scripted or high-volume; you will have strategic conversations, review activity, and influence customer outcomes while maintaining proactive engagement across channels.