Senior Customer Retention & Success Lead

Cartrack Asia; Metro Manila; Presencial; PHP 420.000 - 660.000; Tempo integral

Resumo da vaga

Cartrack Asia, a world-leading smart mobility SaaS company, is hiring a Customer Success Officer to strengthen customer relationships, prevent cancellations, and implement effective retention strategies through both virtual and face-to-face engagements.

You will conduct retention activities, identify churn drivers, offer solutions, and document interactions in the CRM, while working toward assigned retention, renewal, and customer-satisfaction targets.

Qualificações

• Bachelor’s degree in business-related field preferred.
• Minimum 5 years in customer service, customer success, account management, or related field with at least 2 years in retention.
• Excellent communication, negotiation, and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Comfortable handling both virtual and face-to-face interactions.
• Goal-oriented, organized, and able to work under pressure.

Responsabilidades

• Conduct retention activities for customers considering cancellation.
• Identify churn reasons and provide solutions to encourage retention.
• Build and maintain positive customer relationships through communication and service.
• Handle retention inquiries, complaints, and negotiations professionally per policies.
• Monitor and document customer interactions and retention outcomes in CRM.
• Achieve assigned retention, renewal, and customer satisfaction targets.

Conhecimentos

Communication

Negotiation

Interpersonal

Problem-solving

Retention strategies

Formação

Bachelor’s degree in Business Administration / Marketing / Communications

Ferramentas

CRM software

Reporting systems

Descrição da vaga

Cartrack Asia, a world-leading smart mobility SaaS company, is hiring a Customer Success Officer to strengthen customer relationships, prevent cancellations, and implement effective retention strategies through both virtual and face-to-face engagements.

You will conduct retention activities, identify churn drivers, offer solutions, and document interactions in the CRM, while working toward assigned retention, renewal, and customer-satisfaction targets.