Customer Retention & Accounts Officer

1 month ago
Full-time
Mid Level
Customer and Technical Support
Secure IQ Services

Secure IQ Services

Secure IQ Services specializes in business process outsourcing by connecting businesses globally with highly skilled offshore talent, enabling them to fill critical roles at a reduced cost compared to local labor.

IT Services

Description

  • Manage membership cancellation requests and apply approved retention strategies to retain members.
  • Handle overdue accounts by contacting customers via phone, email, and SMS and following up on ageing balances.
  • Assist customers with updating expired cards, payment methods, and payment arrangements in line with company policy.
  • Respond to Stripe disputes and chargebacks by investigating transactions and preparing evidence-based submissions.
  • Support customers with payment failures, billing enquiries, subscription management, and login or account issues.
  • Maintain accurate customer notes and records in Salesforce and other internal systems.
  • Update account details, contact information, and payment methods while ensuring records remain accurate and compliant.
  • Follow company procedures for cancellations, refunds, and account changes.
  • Work with operations and customer service teams to resolve complex account and billing matters.
  • Meet daily productivity and service quality KPIs.

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.
  • Subscription or membership-based business experience (preferred).
  • Experience with Stripe Billing and subscription management (preferred).
  • Experience in customer retention or collections (preferred).
  • Experience using Salesforce or similar CRM platforms (preferred).

Interested in this position?

Apply directly on the company website

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