We are seeking a highly motivated and customer-focused Customer Care Specialist to join our team. This role is critical in managing customer relationships, resolving complaints, and retaining customers who are considering cancellation.
The successful candidate will play a key role in protecting revenue by delivering exceptional service and turning challenging situations into positive outcomes.

Key Responsibilities

Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services
Proactively retain customers by understanding concerns and offering effective solutions
Manage and resolve customer complaints in a professional and empathetic manner
Investigate issues related to service delivery, communication, and product performance
Negotiate retention outcomes that are beneficial to both the customer and the business
Maintain accurate records of customer interactions and resolutions
Collaborate with internal teams to address recurring issues and improve service delivery
Meet individual retention and performance targets

Required Experience & Skills

Proven experience in a customer service or customer care role
Demonstrated experience in complaint resolution and de-escalation
Strong customer retention experience (essential)
Excellent negotiation and objection-handling skills
Must be computer literate
Ability to remain calm and professional under pressure
Strong communication skills (verbal and written)
Results-driven with a proactive and positive attitude

Preferred / Advantageous

Experience in a retention or cancellations team
Background in telecoms, insurance, or security services

Key Competencies

Customer-centric mindset
Resilience and emotional intelligence
Problem-solving ability
Persuasive communication
Target-driven and self-motivated

Customer Care Specialist (Retention & Complaints)