Senior Customer Retention Specialist

We are looking for a Senior Customer Retention Specialist to join our National Sales team in Richlands, Brisbane.

You'll be the go-to for complex retention cases and escalations, while managing your own portfolio of customers and playing a key role in the development of the broader team and improving how we work.

What you’ll be doing

• Directly engage with customers wishing to cancel, actively listening to their concerns and providing tailored solutions to retain their business.

• Handle escalated customer disputes, early termination negotiations, and settlement decisions
• Navigate internal relationships across sales, operations, and credit to find workable solutions for customers looking to cancel or escalate
• Track and report on key retention metrics weekly, translating data into insights that drive timely business decisions
• Act as a senior resource for Customer Retention Officers, sharing ex...