Customer Retention & Cancellations Advisor

Role Overview 

We are seeking a highly organised and customer focused Customer Retentions Specialist to support our Micro customer base.  In this fully remote role, you will be the first point of contact for customers who are considering cancelling part or all of their services.  You will engage with customers to understand their needs and reason for cancellation and work to retain their business wherever possible. 

You will manage a personal queue of cases, handle contract related queries, provide clear explanations of terms, and guide customers through either the retention process or a structured exit if cancellation is confirmed. 

This role requires exceptional communication skills, strong attention to detail, and the ability to work independently while navigating multiple systems.  Professionalism, accuracy, and customer empathy are essential. 

Key Responsibilities 

Customer Retention & Cancellation Handling 

• Act as the initial point of contact for customers wishing to cancel services. 

• Assess whether a customer’s request is exploratory or a formal notice of cancellation and respond appropriately. 

• Conduct confident, structured retention conversations to understand issues and explore suitable solutions. 

• When retention is not achievable, manage a compliant and smooth exit process for the customer. 

• Clearly explain contract terms, obligations, notice periods, and financial implications relating to cancellations or service migrations. 

• Calculate and communicate termination fees for recurring services. 

• Escalate complex, sensitive, or disputed cases to the Contracts Specialist Manager when required. 

Customer Communication & Case Management 

• Conduct outbound and inbound telephone conversations, followed by accurate written summaries. 

• Manage your own case queue, ensuring timely responses and adherence to service standards. 

• Handle general contract queries and provide clear and factual information. 

• Maintain professional, supportive communication throughout all customer interactions. 

Operational & Administrative Duties 

• Work across multiple systems to validate, update, and maintain accurate customer and service information. 

• Ensure compliance with data security, regulatory requirements, and internal process standards. 

• Record all customer interactions using internal notes, email, and system records. 

• Collaborate with internal teams to help resolve customer issues. 

Required Skills & Competencies 

• Strong verbal and written communication skills. 

• Ability to confidently navigate challenging or sensitive customer conversations. 

• Understanding of contract terms and the ability to communicate them clearly. 

• Excellent organisational skills and attention to detail. 

• Ability to prioritise workloads and manage a remote role independently. 

• Proficiency with Microsoft Office applications, including Teams, SharePoint, Word, and Excel. 

Personal Attributes 

• Customer centric mindset with a proactive approach to problem-solving. 

• Resilient, composed, and professional in all customer interactions. 

• Self-motivated and disciplined with strong time management skills. 

• Adaptable to changing priorities and customer needs. 

• Able to build and maintain strong working relationships through virtual communication.