Customer Retention & Accounts Officer

2 months, 4 weeks ago
Full-time
Mid Level
Customer and Technical Support

Reef / Hire with Reef

Reef is a remote hiring and recruitment business that helps companies hire pre-vetted offshore B2B sales talent quickly, typically within 14 days. It focuses on roles such as BDRs, SDRs, appointment setters, account executives, sales admins, sales managers, and head of partnerships, and markets savings versus local SDRs with placement and replacement guarantees.

Design Services
11-50

Description

  • Manage membership cancellation requests and apply approved retention strategies.
  • Address customer concerns and present solutions to retain memberships.
  • Educate members on membership value and available account options.
  • Document customer interactions accurately in the CRM and internal systems.
  • Contact members with overdue payments by phone, email, and SMS.
  • Assist customers with updating expired cards and payment methods.
  • Process payment arrangements and monitor ageing accounts for timely follow-up.
  • Respond to Stripe disputes and chargebacks with evidence-based submissions.
  • Investigate disputed transactions and gather supporting documentation.
  • Support customers with payment failures, billing enquiries, subscription management, and account updates.
  • Work closely with operations and customer service teams to resolve complex cases.
  • Meet daily productivity and service quality KPIs while maintaining accurate and compliant records.

Requirements

  • Previous experience in customer service, account management, or retention.
  • Experience responding to Stripe disputes or payment chargebacks.
  • Experience managing overdue accounts and payment collections.
  • Strong verbal and written English communication skills.
  • Excellent negotiation and objection-handling skills.
  • High attention to detail and strong organisational abilities.
  • Comfortable working with CRM systems such as Salesforce.
  • Ability to multitask in a fast-paced environment.
  • Professional, empathetic, and solution-focused approach.
  • Preferred experience in subscription or membership-based businesses.
  • Preferred experience with Stripe Billing and subscription management.
  • Preferred experience in customer retention or collections.
  • Preferred experience using Salesforce or similar CRM platforms.

Interested in this position?

Apply directly on the company website

Apply Now

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