- Manage cancellation requests and offer personalized solutions to retain customers.
- Oversee billing and collections, proactively contacting customers and informing internal teams.
- Identify upsell opportunities and offer relevant account upgrades.
- Assist customers with billing inquiries and payment issues by phone, email, and chat.
- Contact customers about overdue amounts while maintaining positive relationships.
- Document collection activities and insights and ensure appropriate follow-up.
- Negotiate solutions to address customer concerns.
- Collaborate across teams to report issues, suggest product improvements, and contribute to projects.
Customer serviceNegotiation