Subscription Cancellations and Customer Retention Specialist (CPT/JHB Hybrid)
Finance/Admin
Cape Town – Western Cape ~ Johannesburg – Gauteng
ENVIRONMENT:
OFFER tailored solutions that encourage subscription while driving new sales & subscription upgrades as the next Subscription Cancellations and Customer Retention Specialist sought by a leading Academic Service Provider. Joining the Sales team, you will help minimize customer churn by effectively addressing cancellation requests, resolve customer concerns while prospecting for new sales, upselling to existing customers and order processing. The ideal candidate will possess a Bachelor’s Degree/Diploma or equivalent work experience in Customer Service, Sales, Account Management, or a related field with at least 2+ years’ work experience in Subscription Management, Customer Retention, or similar roles. You also need to be proficient with Advanced Excel, CRM systems & Subscription Management tools.
DUTIES:
- Serve as the primary contact for customers initiating Subscription Cancellations.
- Manage the end-to-end process for all subscription products including renewal activities and notices, working closely with the Sales team to manage subscriptions, renewals and cancellations.
- Prospecting for new sales, upselling to existing customers and order processing.
- Maintain and update customer subscription records in the CRM system.
- Provide proactive communication regarding subscription changes, update user details, price adjustments, or new offerings.
- Conduct professional conversations to understand the reasons behind cancellation requests.
- Accurately record cancellations reasons.
- Offer tailored solutions, such as alternative plans, discounts, or product demonstrations, to address customer concerns and prevent cancellations.
- Accurately process cancellations when retention is not possible, ensuring a smooth customer experience.
- Analyse customer behaviour, feedback, and usage data to identify at-risk accounts and implement pre-emptive retention strategies.
- Monitor retention metrics, cancellation trends, and churn rates to provide actionable insights for improvement.
- Advocate for customer needs by communicating recurring feedback and pain points to business (Content, IT and Sales teams).
- Produce monthly reports on cancellations and subscription churn.
REQUIREMENTS:
Qualifications –
- Bachelor’s Degree / Diploma or equivalent work experience in Customer Service, Sales, Account Management, or a related field.
Experience/Skills –
- 2+ Years of experience in Subscription Management, Customer Retention, or similar roles.
- Strong problem-solving and negotiation skills.
- Excellent communication skills (verbal and written).
- Familiarity with CRM systems and Subscription Management tools.
- Proficiency in Microsoft Office Suite especially Advanced Excel and other productivity tools.
ATTRIBUTES:
- Excellent communication skills and ability to build rapport.
- Innovative, creative team player with a desire to learn new skills.
- Ability to listen to problems and provide balanced solutions.
- Excellent internal and external customer orientation.
- Able to learn systems fast and adapt quickly to new ways of working.