Customer Care Specialist (Retention & Complaints) at West Coast Personnel

• We are seeking a highly motivated and customer-focused Customer Care Specialist to join our team. This role is critical in managing customer relationships, resolving complaints, and retaining customers who are considering cancellation.
• The successful candidate will play a key role in protecting revenue by delivering exceptional service and turning challenging situations into positive outcomes.

Key Responsibilities

• Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services
• Proactively retain customers by understanding concerns and offering effective solutions
• Manage and resolve customer complaints in a professional and empathetic manner
• Investigate issues related to service delivery, communication, and product performance
• Negotiate retention outcomes that are beneficial to both the customer and the business
• Maintain accurate records of customer interactions and resolutions
• Collaborate with internal teams to address recurring issues and improve service delivery
• Meet individual retention and performance targets

Required Experience & Skills

• Proven experience in a customer service or customer care role
• Demonstrated experience in complaint resolution and de-escalation
• Strong customer retention experience (essential)
• Excellent negotiation and objection-handling skills
• Must be computer literate
• Ability to remain calm and professional under pressure
• Strong communication skills (verbal and written)
• Results-driven with a proactive and positive attitude

Preferred / Advantageous

• Experience in a retention or cancellations team
• Background in telecoms, insurance, or security services

Key Competencies

• Customer-centric mindset
• Resilience and emotional intelligence
• Problem-solving ability
• Persuasive communication
• Target-driven and self-motivated