Customer Retention Officer (a) 80 - 100 %

About the job

• you conduct professional retention conversations with our customers both inbound and outbound
• you recognise individual customer needs and find suitable solutions for sustainable customer retention
• you competently advise on our products and strategically place appropriate offers to prevent cancellations
• you process outbound lists and document customer contacts as well as conversation results in our ERP and CRM systems
• you work closely with customer service and actively contribute to achieving our retention and quality goals
• you support the telephone inbound customer service as well as sales and customer-oriented actions when needed
• you actively contribute your ideas and help continuously develop our retention processes

• you have very strong telephone communication and conversational skills and bring experience in telephone customer service, ideally in outbound or retention
• you respond to customer needs with high persuasiveness and solution orientation and strategically place suitable offers
• you work confidently with ticket and CRM systems, Salesforce is an advantage, and ideally have basic knowledge of subscription processes
• you work in a structured, efficient and quality-conscious manner and keep an overview even with higher volumes
• you have a pronounced customer and service orientation and remain empathetic, reliable and solution-oriented even in challenging situations
• you are a motivated, team-oriented personality and enjoy working together towards retention goals

Sarah Hasler
Talent Acquisition Manager
career@chmedia.ch
We do not accept applications from recruitment agencies for this position.