Customer Service Specialist
Core
Manage inbound enquiries and conduct proactive outbound engagement to investigate at-risk accounts, understand merchant needs, and deliver tailored solutions to reduce churn and strengthen loyalty.
Role type
Strategic Account Specialist (Customer Service & Retention)
Builds
Customer retention strategies and tailored solutions for small and medium business owners
Domain
Fintech / Financial Services
Deliverable
client delivery
Required skills
Account investigation, relationship management, problem-solving, pricing/rate review, multi-channel communication (phone/email/SMS), commercial awareness, KPI management
Preferred skills
Fintech/banking/telco experience, consultative customer environment experience, handling difficult conversations
Responsibilities
Manage inbound customer enquiries relating to account concerns, pricing and retention; Conduct proactive outbound engagement with customers identified as at risk; Investigate account activity, transaction history and customer concerns before outreach; Build strong relationships with business owners and decision-makers; Deliver tailored solutions to improve customer experience and strengthen loyalty; Manage pricing and rate review conversations within approved guidelines
Seniority
Individual Contributor