Customer Retention Specialist

• Manage membership cancellation requests and apply approved retention strategies.
• Understand customer concerns and present appropriate solutions to retain memberships.
• Educate members on the value of their membership and available options.
• Accurately document all customer interactions within the CRM.
• Contact members with overdue payments via phone, email and SMS.
• Assist customers in updating expired cards and payment methods.
• Process payment arrangements in accordance with company policies.
• Monitor ageing accounts and ensure timely follow-up.
• Respond to Stripe payment disputes and chargebacks with clear, evidence-based submissions.
• Investigate disputed transactions and gather supporting documentation.
• Assist customers with payment failures, billing enquiries and subscription management.
• Monitor payment trends and escalate recurring issues where required.
• Update customer account details, contact information and payment methods.
• Assist members with login, subscription and account-related enquiries.
• Resolve billing questions professionally and efficiently.
• Ensure customer records remain accurate and compliant.
• Maintain accurate notes and records in Salesforce and other internal systems.
• Follow company procedures for cancellations, refunds and account changes.
• Work closely with the operations and customer service teams to resolve complex matters.
• Meet daily productivity and service quality KPIs.

Customer Retention Specialist jobs in Jamaica

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Customer Retention, Accounts Officer