Customer Retention, Accounts Officer

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rrreefs

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

🤝 B2B

🎯 Recruiter

🛍️ eCommerce

B2B • Recruitment • eCommerce

rrreefs is a recruitment agency specializing in connecting creative professionals, like designers and video editors, from the Philippines with businesses looking to hire top talent at reduced costs. They provide a comprehensive vetting process to ensure that only highly skilled candidates, typically with 5-10 years of experience, are presented to companies, helping to fill roles quickly—often within 14 days. With a focus on transparent pricing and a satisfaction guarantee, rrreefs aims to streamline and optimize the hiring process for marketing and creative agencies.

📋 Description

• 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.

🎯 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. • Experience with Stripe Billing and subscription management. • Experience in customer retention or collections. • Experience using Salesforce or similar CRM platforms.