Job Description

Job Description Customer Retention Associate What you will do: 1. Be part of a 24x7 SMB Retention Team 2. Triage issues coming from various channels such as phone, chat, email or web portal (Blended process) 3. Prioritize customer urgency and issues 4. Search and reuse information from internal information repositories 5. Log all incidents, requests and customer interactions into the case management system 6. Drive issues through the organization with urgency 7. Assess customer sentiment at all stages during the communication 8. Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism 9. Understand the business impact of issues 10. Stay calm under stressful conditions while driving issues forward 11. Quickly learn and apply new knowledge and concepts Required Skills for The Job: 1. Maintain excellent knowledge of our products and services to understand customer's needs. 2. Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us. 3. Apply sales/retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualized solutions to customers and closing all saves with integrity. 4. Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customer’s request or issue. 5. Identify opportunities to turn dissatisfied customers into happy customers. 6. Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us. 7. Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation. 8. Report regularly to their respective manager on all activities relating to the role. 9. Deliver a high quality, business to business support service resolving customer enquiries at the first point of contact wherever possible. 10. Always act in a mature and professional manner towards customers and all Adobe employees. 11. Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support, with excellent spelling, grammar and attention to detail 12. Show confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their services 13. Follow documented procedure for the type of contact the customer needs using tools & resources to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.). 14. Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer needs. 15. Manage all required follow-up work on time and aim to meet or exceed customer’s expectations