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Open nowPosted 25 days ago

Customer Retention Specialist

EURES job mobility portal314,718 open roles

Where
Halle-Vilvoorde, Belgium
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Your applicationOpen nowCustomer Retention SpecialistEURES job mobility portal · Halle-Vilvoorde, Belgium

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on EURES job mobility portal's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 25 days ago

The posting

En tant que Customer Retention Specialist, vous faites partie de l’équipe Customer Success et êtes responsable du suivi des clients qui souhaitent mettre fin à leur contrat.

Votre objectif est de comprendre les véritables raisons de leur départ, d’identifier les possibilités de rétention et de proposer une solution adaptée afin de maintenir la relation avec le client.

Vos principales responsabilités :

Traiter les demandes de résiliation et prendre contact avec les clients. Identifier les véritables raisons pour lesquelles un client souhaite partir. Analyser la situation et l’historique du client avant de proposer une solution. Traiter les objections liées notamment au prix, à la concurrence, au service ou au matériel. Proposer et négocier des solutions adaptées dans le cadre défini par l’entreprise. Collaborer avec l’équipe Sales lorsqu’une proposition commerciale spécifique est nécessaire. Assurer le suivi des propositions jusqu’à la décision définitive du client. Enregistrer correctement les échanges et informations dans le système de ticketing. Assurer le suivi administratif complet des dossiers. Enregistrer les raisons de résiliation ainsi que le résultat de chaque dossier : Won, Lost ou No Response. Identifier les tendances et problèmes récurrents et les communiquer au Customer Success Manager. Participer activement à l’amélioration du processus de rétention. - Vaardigheden: Excellente orientation client. Fibre commerciale. Très bonnes capacités de communication téléphonique. Excellente écoute et capacité à poser les bonnes questions. Capacité à gérer les objections. Bonnes compétences en négociation. Orientation solutions et résultats. Capacité à convaincre sans être insistant. Autonomie et sens de l’organisation. Rigueur dans le suivi administratif. Capacité à gérer plusieurs dossiers simultanément. Capacité à analyser les raisons de départ des clients et à identifier les tendances.

- Attesten: Aucun certificat spécifique requis.

- Opleidingsvereisten: Aucune formation spécifique n’est imposée.

Une formation à orientation commerciale, administrative ou relation client constitue néanmoins un atout.

- Vakkennis: Une expérience en Customer Service, Customer Success, Customer Retention ou dans une fonction commerciale orientée clients constitue un atout important. Expérience dans le contact téléphonique avec les clients. Capacité à comprendre les besoins et motivations d’un client. Expérience dans le traitement des objections et la recherche de solutions. Une expérience spécifique en fidélisation/rétention client constitue un plus. Expérience dans le suivi administratif de dossiers. Capacité à travailler avec un CRM ou système de ticketing. Capacité à analyser l’historique d’un client avant de proposer une solution. Une expérience dans le suivi de KPI liés à la satisfaction, à la rétention ou aux résultats commerciaux constitue un plus.

- Talenkennis: Bilingue NL & FR

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