Customer Service Officer - Retention (Contact Centre)

SPH MEDIA LIMITED; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading media company in Singapore is seeking a dynamic Retention Officer to enhance customer retention efforts. The ideal candidate should have excellent communication and persuasion skills, with a diploma and experience in customer service. Responsibilities include handling customer inquiries, resolving cancellation requests, and ensuring a positive customer experience. This role requires strong interpersonal skills and fluency in Mandarin to support Chinese-speaking subscribers. Weekend work may be required occasionally.

Qualifications

• At least one year of customer service experience, preferably in a contact centre.
• Experience in a sales, retention, or negotiation role is a plus.

Responsibilities

• Handle inbound and outbound calls from subscribers wanting to cancel their subscriptions.
• Identify root causes for cancellation requests and offer solutions.
• Manage customer relationships to prevent future churn.

Skills

Interpersonal skills

Written and verbal communication

Persuasion and negotiation

Problem-solving

Mandarin language skills

Tech-savvy

Education

Diploma

Job description

About Us

We are looking for a dynamic retention officer to help us retain our core customer base. In this role, you will interact with our customers, understand the issues they face, and gather feedback on how we may improve our products or services in order to retain their business.

To be successful as a retention officer, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention officer is able to improve sales by creating lasting bonds with customers.

About the Role

Key Responsibilities

• Handle inbound calls, outbound calls and emails from subscribers who wish to cancel their subscriptions.
• Identify and address the root cause of the cancellation request, offering appropriate solutions, special offers, or alternative subscription plans to retain the customer.
• Attend to general phone-in enquiries and feedback regarding newspaper and magazine subscriptions, promotions, and delivery issues.
• Effectively manage customer relationships through proactive follow-up and appropriate resolutions to prevent future churn.
• Document customer interactions and reasons for cancellation attempts to provide valuable insights to the business.
• Assist subscribers with digital publication access and support.
• Interact with customers on digital support channels (email, chat) in a professional and timely manner.

Working Hours

• Monday to Friday, 8:30 am to 6:00 pm. Overtime may be required during peak periods.
• Required to work on Saturday or Sunday from 8:00 am to 12:30 pm (approximately 3 times in 8 weeks).

Requirements

Skills

• Strong interpersonal skills with excellent written and verbal communication abilities.
• Ability to persuade and negotiate effectively.
• Exceptional problem-solving skills and a resourceful mindset.
• Ability to work well under pressure in a fast-paced and challenging environment.
• Ability to converse in Mandarin with our Chinese-speaking subscribers.
• Tech-savvy and familiar with social media channels and digital platforms.

Competencies & Personality Traits

• Resilient and able to handle difficult conversations with a positive attitude.
• Highly empathetic with a strong desire to help customers.
• A collaborative team player.
• Passionate about customer service and dedicated to achieving retention goals.

Qualifications

• Diploma with at least one year of customer service experience, preferably in a contact centre environment.
• Experience in a sales, retention, or negotiation-focused role is a plus.