This position involves working with a dedicated global renewals and retention team; an integral part of the department providing outstanding customer service to help retain existing customers, and to ensure an ongoing revenue stream in accordance with Company practice and procedures. You will be managing the annual renewals for high value, non-sales deal accounts within the APAC region, providing support and bespoke renewal offering to accommodate the customer budgets to optimise renewal revenue and ensure first rate customer satisfaction.
Closing Date: Applications will close on 15th November 2023.
What you’ll be doing:
Tasks are likely to include:
- Actively drive and close renewals for assigned accounts in the APAC region by developing strong, sustainable relationships via health check and outbound retention telephone calls, using denial data and discount structures, to minimize cancellations and maximise retention and achieve the annual forecasts
- Respond to customer queries daily via Salesforce email, live chat or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, denial data to prevent lost revenue, in line with policies/procedures, KPI’s and Customer First training best practices.
- Take responsibility for the processing of orders, invoices, quotes, returns and claims in a timely and accurate manner and investigate outstanding and unallocated payments and organise the application of payments
- Liaise with the Agent team to follow up on lapsed subscriptions and payments, to ensure customers are responded to in a professional and timely manner
- Manage cancellation requests to reduce the risk of cancellation within specified SLA’s, using the agreed discount structure and denial data
- Maintain Salesforce, by updating customer details accurately in a timely manner, documenting all account ownership
- Provide monthly reporting from the region, outlining performance, activity and trends in the region
- To contribute to continually enhancing service levels and customer experience throughout all touch points, to deliver the best customer experience
- Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area
- Meet all turnaround times, daily/weekly targets, and quality expectations daily management of own workload including prioritisation
- On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team
- Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge
- Active participation in meetings, expressing your viewpoint but also recognising and listening to others.
