Customer Retention Specialist (US Account)

Job Overview

As a Phone Retention Specialist, you will play a key role in retaining our members who are considering canceling their subscriptions due to styling issues. Your primary goal will be to engage in empathetic and persuasive conversations to help customers understand our service’s value and the iterative nature of our styling process.

Responsibilities:

Customer Interaction:

• Handle incoming calls from customers intending to cancel their subscriptions for style-related reasons.
• Employ a consultative approach to understand customer concerns, provide tailored solutions, and convey the benefits of giving us additional feedback to improve their experience.
Feedback Collection and Implementation:
• Encourage customers to provide detailed feedback on their style preferences and past shipments.
• Guide customers through using the online feedback system or send them direct links via SMS or email.

Save Routine Execution:
• Experiment and execute various retention routines by offering alternative solutions such as pausing the subscription or one additional shipment with optimized selections based on the provided feedback.

Documentation and Follow-Up:
• Document all interactions accurately in the customer relationship management (CRM) system.
• Follow up with customers as necessary via phone or email, ensuring all saved customers receive the promised additional shipments.
Continuous Improvement:

• Collaborate with the styling and product teams to relay common feedback themes and suggest improvements.
• Participate in training and development sessions to stay updated on product changes and enhancement strategies.

Required Qualifications:
• Proven experience in customer service, sales, or a related field, ideally within a retail or e-commerce environment.
• Excellent communication and interpersonal skills, with the ability to engage customers effectively over the phone.
• Strong problem-solving skills and the ability to think critically and use sound judgment.
• Experience working with CRM software and comfortable with technology.
• Ability to work independently with minimal supervision.
• Must be willing to work on US Central Standard Time zone.
• Must live in the Philippines.

Preferred Qualifications:

• Background in fashion or personal styling is a plus.
• Experience in a retention role within a subscription-based business model.
• Demonstrated ability to handle difficult customer situations with patience and professionalism.

Working Conditions:
• This role requires being on-call during business hours with flexibility required as per business needs.