Customer Retention & Accounts Officer
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Secure IQ ServicesSubscription Services
Kingston, St. Andrew Parish, Jamaica. Bogota, Colombia. Antioquia, Colombia. Cali, Valle del Cauca, Colombia. Buenos Aires, Buenos Aires, Argentina. Mexico City, MexicoFull-Time
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SalesforceCustomer serviceNegotiationAccount ManagementCRM
Requirements
- Previous experience in customer service, account management or retention.
- Experience responding to Stripe disputes or payment chargebacks.
- Experience managing overdue accounts and payment collections.
- Strong verbal and written English communication skills.
- Excellent negotiation and objection-handling skills.
- High attention to detail and strong organisational abilities.
- Comfortable working with CRM systems such as Salesforce.
- Ability to multitask in a fast-paced environment.
- Subscription or membership-based business experience preferred.
- Experience with Stripe Billing and subscription management preferred.
Responsibilities
- Manage membership cancellation requests and apply approved retention strategies.
- Understand customer concerns and present appropriate solutions to retain memberships.
- Contact members with overdue payments via phone, email and SMS.
- Process payment arrangements in accordance with company policies.
- Respond to Stripe payment disputes and chargebacks with clear, evidence-based submissions.
- Assist customers with payment failures, billing enquiries and subscription management.
- Update customer account details, contact information and payment methods.
- Maintain accurate notes and records in Salesforce and other internal systems.
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