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About the Role
TalentPop is looking for a Customer Retention Specialist to help build strong customer relationships, reduce cancellations, and create positive experiences that encourage customers to stay with the brand. This role is ideal for someone with at least 1 year of experience in customer service, customer retention, customer success, or sales who is confident handling customer concerns, identifying the reason behind cancellations, and finding solutions that create value for both the customer and the business.
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Responsibilities
- Handle customer concerns and requests through chat, email, and other support channels
- Identify customers at risk of cancellation and take proactive steps to retain them
- Understand customer needs, concerns, and reasons for leaving
- Recommend appropriate solutions, products, or alternatives based on customer needs
- Handle cancellation requests and retention conversations professionally
- Follow up with customers when needed to improve retention and customer satisfaction
- Identify opportunities to upsell or cross-sell when appropriate
- Document customer interactions, retention efforts, and outcomes accurately
- Meet individual and team goals related to retention, customer satisfaction, and sales
- Work with internal teams to identify recurring customer concerns and improve the overall customer experience
Ideal Skills
- Strong customer service and relationship-building skills
- Excellent communication and active listening skills
- Confident handling difficult conversations and objections
- Strong problem-solving and persuasion skills
- Customer-focused and empathetic approach
- Goal-oriented and comfortable working with performance targets
- Ability to identify customer needs and recommend appropriate solutions
- Strong follow-through and attention to detail
- Comfortable working with customer service and e-commerce tools
- Ability to work independently in a remote environment
Qualifications
- At least 1 year of experience in customer service, customer retention, customer success, sales, or a related role
- Experience handling cancellations, retention, customer escalations, or save offers is preferred
- Experience in e-commerce, BPO, or a remote customer support environment is a plus
- Experience with Shopify, Gorgias, Zendesk, or similar customer support platforms is a plus
- Sales, upselling, or cross-selling experience is an advantage
- Strong written and verbal English communication skills
Work From Home Requirements
- Personal laptop or desktop with Intel i5 / Ryzen 5 or equivalent
- At least 8 GB RAM
- Minimum 25 Mbps internet connection
- Backup internet connection
- Reliable power supply
- Quiet, dedicated workspace
Why Join TalentPop?
- 100% work from home
- Full-time, permanent position
- Paid time off
- Holiday bonuses
- Health and dental coverage
- Career growth and professional development
- Opportunity to work with a global remote team
If you enjoy helping customers find solutions, building relationships, and turning challenging conversations into positive experiences, we'd love to hear from you.
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