Customer Service Officer - Retention (Contact Centre)

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

Job summary

A leading media firm in Singapore seeks a dynamic retention officer to engage with customers and enhance retention. The role involves handling subscription cancellations, offering alternatives, and ensuring customer satisfaction. Ideal candidates should possess excellent communication skills, a diploma, and at least one year of customer service experience, preferably in a contact center environment. Passion for customer service and ability to converse in Mandarin are essential.

Qualifications

• At least one year of customer service experience in a contact centre environment.
• Experience in a sales or retention-focused role is a plus.

Responsibilities

• Handle inbound and outbound calls and emails from subscribers wishing to cancel subscriptions.
• Identify reasons for cancellation requests and offer solutions.
• Manage customer relationships and follow up proactively.
• Document customer interactions for business insights.
• Assist subscribers with digital access and support.

Skills

Interpersonal skills

Persuasion

Problem-solving

Mandarin speaking

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.