Customer Relationship Manager
hace 3 días
Job Summary: Outscal Technologies is seeking a highly skilled Senior Customer Retention Specialist to join our team. This individual will be responsible for managing high-level customer escalations, driving customer engagement, and increasing retention through efficient issue resolution.
About Us: Outscal Technologies is transforming the education industry with innovative technology. We offer a range of learning products personalized to meet the needs of every learner.
Responsibilities:
- Conduct and manage high volumes of inbound phone calls to support current customers.
- Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products.
- Take full ownership of existing customers at risk of canceling services.
- Address complaints to increase satisfaction and secure renewals or saves.
- Achieve client onboarding, retention, and engagement targets set by management.
- Assess and understand client needs to make recommendations for educational products and services.
- Communicate effectively with internal teams and external customers.
- De-escalate challenging situations and handle them regularly.
- Implement coaching and feedback to provide high-quality customer experiences.
Requirements:
- Fluent English language skills
- 3+ years experience in high-level customer escalations in account management, client relations, hospitality, or tourism
- Education, teaching, or tutoring experience preferred but not required
- High empathy and emotional intelligence
- Strong problem-solving skills and ability to adapt quickly
- Conflict management skills and high-level judgment
- Ability to remain calm and professional in stressful situations
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