Customer Retention, Accounts Officer

This is a fully remote position, open to applicants in Jamaica.

📋 Description

• Oversee requests for membership cancellations and implement approved strategies for retention.

• Address customer concerns and offer suitable solutions to help retain memberships.

• Inform members about the value of their membership and the various options available to them.

• Thoroughly document all interactions with customers in the CRM system.

• Reach out to members with overdue payments through phone, email, and SMS.

• Aid customers in updating expired payment cards and methods.

• Execute payment arrangements following company policies.

• Track aging accounts and ensure prompt follow-up.

• Address disputes and chargebacks from Stripe with clear, evidence-supported submissions.

• Investigate disputed transactions and compile necessary documentation.

• Support customers with issues related to payment failures, billing inquiries, and subscription management.

• Monitor payment trends and escalate recurring issues as necessary.

• Update customer account information, including contact details and payment methods.

• Assist members with inquiries regarding login, subscriptions, and account-related matters.

• Resolve billing queries in a professional and efficient manner.

• Ensure customer records are accurate and compliant.

• Maintain precise notes and records in Salesforce and other internal systems.

• Adhere to company protocols for cancellations, refunds, and account modifications.

• Collaborate closely with operations and customer service teams to resolve complex issues.

• Achieve daily productivity and service quality KPIs.

⛳️ Requirements

• Prior experience in customer service, account management, or retention roles.

• Familiarity with responding to Stripe disputes or payment chargebacks.

• Experience in managing overdue accounts and collecting payments.

• Strong verbal and written communication skills in English.

• Excellent negotiation and objection-handling capabilities.

• High attention to detail and strong organizational skills.

• Proficient in working with CRM systems such as Salesforce.

• Ability to multitask effectively in a fast-paced environment.

• Professional, empathetic, and solution-oriented demeanor.

• Experience in a subscription or membership-based business.

• Familiarity with Stripe Billing and subscription management.

• Background in customer retention or collections.

• Experience using Salesforce or similar CRM platforms.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Collaborative and supportive work environment.

• Competitive salary and performance incentives.

• Opportunities for career advancement.

• Flexible working hours and potential for remote work.