Customer Success and Retention Specialist at RingCentral

Bulgaria

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

UCaaS, Contact Center, TechnologyIndustries

Bachelor’s degree in Business, Marketing, or a related field
1+ years of experience in customer service, account management, retention roles, or sales, preferably in telecommunications or SaaS
Proven track record of meeting and exceeding quotas or set metrics
Strong time management, conflict resolution, and collaborative selling or retention skills
Excellent customer service orientation, both face-to-face and over the phone
Strong business acumen, particularly with small business customers
Excellent communication skills, including listening, presentation, and interpersonal abilities
Ability to make critical, ethical, and legal decisions with minimal supervision
Strong PC skills, including Microsoft Outlook, Word, Excel, and PowerPoint
Vibrant, energetic attitude with a willingness to take initiative and achieve results in a team-oriented, collaborative environment
Proficiency in English
Proficiency in Cloud-Based applications, VOIP, PBX, Telephony, and UCaaS is a plus
On-site presence at the office 4 days a week

Develop and execute retention strategies to reduce customer churn and improve satisfaction
Handle customer inquiries, proactively address concerns, and resolve issues related to service dissatisfaction or potential cancellations
Formulate and ask relevant questions to fully understand and address customer concerns
Make critical decisions that balance the needs of both the business and the customer
Empathize with customers, listen attentively, and provide appropriate solutions to prevent cancellations or downgrades
Collaborate with the Account Management team and other business units to apply targeted solutions to customer issues
Keenly document all transactions and interactions using the company's approved tools
Follow established processes, protocols, and company rules to ensure ethical and legal decision-making