Commercial Retention & Escalations Agent

Greenstar; Dublin; On-site; EUR 32,000 - 52,000; Full time

Job summary

Panda is hiring a Commercial Retention & Escalations Agent to protect revenue by resolving escalated complaints and retaining customers. You will own at-risk accounts, investigate issues, and coordinate with cross-functional teams to implement solutions.

The role includes onboarding support for smaller commercial accounts and identifying opportunities for field-based sales. Strong negotiation, communication, and CRM skills are essential for success.

Qualifications

• At least one year experience in customer service, retention, complaints handling, account management or sales.
• Strong communication and confidence handling challenging conversations.
• Negotiation and objection-handling skills with practical problem solving.
• Understanding of how customer service affects commercial performance.
• Good organisation with ability to prioritise multiple cases.

Responsibilities

• Own customer escalations from initial investigation to resolution.
• Investigate service and billing issues with cross-functional teams to resolve.
• Retain commercial customers by addressing objections and negotiating solutions.
• Maintain positive customer relationships and manage difficult conversations professionally.
• Support onboarding of smaller commercial customers for smooth setup.
• Identify qualified leads and pass opportunities to sales teams.
• Record interactions and outcomes in CRM systems.
• Highlight recurring problems and share feedback for continuous improvement.
• Work towards KPIs on retention, satisfaction, escalation resolution and lead generation.

Skills

Customer service

Retention

Complaints handling

Account management

Sales

Tools

CRM systems

Microsoft Office

Job description

About The Role

Commercial Retention & Escalations Agent

Hours: Monday–Friday, 9:00am–6:00pm (45 hours per week, including breaks)

Working arrangement: Fully office-based

Contract: Full-time, permanent

Resolve customer concerns. Rebuild confidence. Keep customers with Panda.

You’ll take ownership of escalated complaints and accounts at risk of closure, investigating what has gone wrong and working with colleagues to put it right. Whether it’s a billing dispute, a service issue or a customer considering another provider, you’ll listen, identify practical solutions and follow through.

As Commercial Retention & Escalations Agent, your main focus will be retaining customers and protecting existing revenue. You’ll also support the onboarding of smaller commercial accounts and identify qualified leads for our field-based Commercial Sales Representatives.

What You’ll Do

• Own customer escalations: Manage complaints referred by Customer Service and other teams, keeping customers informed from initial investigation through to resolution.
• Resolve service and billing issues: Work with Customer Service, Operations and Revenue colleagues to investigate concerns, agree actions and follow up on outstanding issues.
• Retain commercial customers: Understand why customers are considering leaving, handle objections and negotiate suitable solutions to retain their business.
• Build customer confidence: Manage difficult conversations professionally, take responsibility for agreed actions and maintain positive customer relationships.
• Support customer onboarding: Help smaller commercial customers choose suitable services and coordinate a smooth account setup.
• Identify sales opportunities: Qualify new business enquiries and pass relevant opportunities to the field-based Commercial Sales Team.
• Keep accurate records: Record customer interactions, complaints, retention outcomes and sales opportunities in Pipedrive or other relevant systems.
• Improve the customer experience: Highlight recurring problems and share feedback that helps teams prevent repeat complaints.
• Deliver against agreed targets: Work towards KPIs covering retention, customer satisfaction, escalation resolution and lead generation.

What You’ll Bring

• At least one year’s experience in customer service, retention, complaints handling, account management or sales.
• Clear communication skills and confidence handling challenging customer conversations.
• Strong negotiation and objection-handling skills, with a practical approach to resolving problems.
• An understanding of how customer service and retention affect commercial performance.
• Good organisation, with the ability to prioritise competing demands and manage several cases at once.
• Confidence using Microsoft Office and CRM systems.
• The ability to work independently and collaborate with colleagues across departments.
• Experience in waste management would be useful, but isn’t essential.

You’ll do well in this role if…

You stay calm under pressure, listen carefully and take ownership. You’re comfortable discussing costs and service concerns, can recognise when an account is at risk and know that following through on a promise matters.

About You

About Us

We are Panda. We value waste.

We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste.

Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve.

At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together.

We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward.

We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make.

And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing.

Our journey depends on talented, committed people who want to make an impact.

Take the first step and join us on the journey.

Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve. (DE&I Policy Statement)