Commercial Retention & Escalations Specialist

Beauparc; Dublin; On-site; EUR 36,000 - 52,000; Full time

Job summary

Panda is seeking a Commercial Retention & Escalations Agent to resolve issues for commercial customers, safeguard revenue, and support onboarding of smaller accounts. You’ll own escalations, investigate service and billing concerns, and identify opportunities for retention and revenue protection.

You’ll work with Customer Service, Operations and Revenue teams to find practical solutions, communicating clearly and maintaining strong customer relationships. Experience in waste management is a plus.

Qualifications

• 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.

Responsibilities

• 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: Investigate concerns, agree actions and follow up on outstanding issues with relevant teams.
• 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 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 opportunities to the sales team.
• Keep accurate records: Record interactions, outcomes and opportunities in CRM systems.
• Improve the customer experience: Highlight recurring problems and share feedback across teams.
• Deliver against targets: Work towards KPIs for retention, satisfaction, resolution and lead generation.

Skills

Customer service

Communication

Negotiation

Problem solving

Tools

CRM systems

Microsoft Office

Job description

Panda is seeking a Commercial Retention & Escalations Agent to resolve issues for commercial customers, safeguard revenue, and support onboarding of smaller accounts. You’ll own escalations, investigate service and billing concerns, and identify opportunities for retention and revenue protection.

You’ll work with Customer Service, Operations and Revenue teams to find practical solutions, communicating clearly and maintaining strong customer relationships. Experience in waste management is a plus.