Retention Specialist - Customer Care

at  The Irish Times

Job Title: Retention Specialist - Customer Care
Type: Full-Time
Location: Dublin, Ireland (Hybrid Working)
Contract: Full-Time, Fixed Term Contract (24 Months)

PREFERRED QUALIFICATIONS:

• Prior experience in sales or a customer retention role is advantageous.
• Excellent communication skills and a professional telephone manner.
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously.

THE ROLE: RETENTION SPECIALIST

We are looking for a highly motivated Retention Specialist to join our Customer Service Team, playing a pivotal role in retaining our valued home delivery and digital customers. In this role, you will proactively engage with customers via outbound calls, emails, and SMS, helping them find the best subscription package that meets their needs. You’ll be tasked with minimizing cancellations by offering creative solutions, strengthening customer relationships, and ultimately driving growth for The Irish Times Group.

KEY RESPONSIBILITIES:

• Conduct high-volume outbound calls to identify and resolve customer payment issues on first contact.
• Engage with customers via email, SMS, and other channels to retain accounts and maintain customer satisfaction.
• Update internal CRM systems to reflect account changes and accurately report contact details.
• Offer tailored subscription packages to meet customer needs and prevent cancellations.
• Support the wider customer care team during peak call times.
• Collaborate closely with management to proactively address challenges and reduce subscription cancellations.
• Liaise with internal stakeholders, including senior management, on retention strategies.