Commercial Retention & Escalations Specialist

Greenstar; Dublin; Vor Ort; EUR 32.000 - 52.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Retention

Complaints handling

Account management

Sales

Tools

CRM systems

Microsoft Office

Jobbeschreibung

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.