Customer Retention Specialist helping Jobber’s service - business customers overcome challenges and retain subscription value. Conducting consultative calls, value sessions, and churn - prevention outreach.
About the role
- Customer Retention Specialist managing customer retention strategies and assisting with bookings in the travel industry. Delivering empathetic support, upselling, and ensuring compliance with company policies.
Responsibilities
- Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures
- Work collaboratively to deliver alternatives while upholding brand integrity
- Lead de-escalation during emotionally heightened conversations
- Perform revenue retention tasks for denied product requests
- Ensure all booking retention activities comply with company policies
- Cross-sell and upsell across TTC Touring Brands to save affected bookings
- Provide tailored rebooking solutions
- Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures
- Maintain strong customer and trade partner relationships
- Function as the main point of contact for Travel agents and customers
- Provide clear, empathetic, and sales-focused solutions
- Address customer concerns swiftly and effectively
- Support trade partners by equipping them with tools, information, and resources needed to close bookings
- Excel skills to manage retention reports, cost analysis, and cancellation tracking
Requirements
- Experience in customer retention, inbound/outbound sales, customer service, or complaints handling (preferred)
- Strong background in de-escalation and managing high sensitivity customer issues
- Sales experience (preferred)
- TTC or travel contact center experience is highly regarded.
Benefits
- Flexibility with shift work, including evenings, weekends, and public holidays
- Work from home options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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