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 #J-18808-Ljbffr