Customer Rescue Agent

Retention-Focused Customer Engagement

• Engage with customers on an inbound line to address service concerns or cancellation requests.
• Proactively uncover and address the root causes behind potential cancellations with care and a solution-driven mindset.
• Reinforce customer loyalty by highlighting relevant benefits.
• Drive consistent follow-through to secure resolution, customer satisfaction, and lasting relationships.
  

Operational Excellence

• Accurately capture all customer interactions and retention efforts within CRM (Customer Relationship Management) platforms for seamless tracking and insights.
• Escalate nuanced or unresolved cases promptly, to appropriate internal teams, for quick resolution.
• Uphold company policies, service protocols, and compliance standards in every customer interaction.
  

Performance and Growth

• Consistently meet or exceed performance metrics including retention rate.
• Actively engage in QA feedback, coaching sessions, and reviews to sharpen skills and retention finesse.
• Spot opportunities to boost retention through smart, creative refinements to the customer journey.
  

Product Knowledge and Solutioning

• Stay informed and up to date on product enhancements, feature rollouts, system improvements, and current promotions.
• Navigate customers through tailored solutions that align with their specific needs, expectations, and challenges.
• Use customer insights and product expertise to suggest impactful upgrades or personalised offers that elevate the overall experience.
  

Team Contribution

• Share strategies, tips, and success stories with peers to uplift team performance.
• Participate in upskilling opportunities and retention-focused training sessions to stay ahead.
• Collaborate openly with team members and provide thoughtful input to meet service standards.