Customer Retention Specialist

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
• Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
• Recover overdue installment payments and resolve billing-related issues
• Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances
• Analyze root causes behind refund requests and payment failures and provide actionable insights
• Develop and improve retention strategies, workflows, communication scripts, and internal processes
• Track and report retention metrics including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
• Handle escalated customer cases using data-driven decisions
• Coach and support the retention team by sharing best practices and reviewing customer interactions
• Collaborate with Sales, Customer Success, Finance, Legal, and Operations
• Identify opportunities to automate retention processes and improve operational efficiency
• Own retention KPIs and implement initiatives to improve revenue recovery and reduce financial losses

Customer Retention Specialist jobs in Estonia

Customer Retention Manager