Job description
We are looking for a Customer Success Specialist to join Brick & Bolts Customer Success team. This role is focused on customer retention and cancellation handling. You will engage with customers who are considering cancelling or have raised a cancellation request, understand their concerns, and work with internal teams to resolve issues and retain them wherever possible. The ideal candidate is empathetic, a explicit communicator, and motivated to turn at-risk customers into satisfied ones.
Key Responsibilities
• Handle cancellation requests via calls, chats, emails and tickets, following defined SOPs and policies.
• Drive customer retention by understanding root causes and offering suitable solutions to retain customers.
• Reach out proactively to at-risk customers (delays, dissatisfaction, unresolved issues)
to prevent churn.
• Resolve queries and escalations in a timely and effective manner.
• Coordinate with Sales, Design and Operations to resolve issues that are driving cancellations.
• Maintain accurate records in the CRM/ticketing tool for all cancellation, refund and retention workflows.
• Track and report cancellation reasons, retention rate and recurring issues to the team lead.
• Be the voice of the customer by sharing insights and feedback with other departments to help reduce churn.
• Meet individual targets on retention rate, C-SAT, first response time (FRT) and resolution time.