Customer Retention & Accounts Officer
New
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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-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SalesforceCustomer serviceNegotiationAccount Management
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.
- Educate members on the value of their membership and available options.
- Contact members with overdue payments via phone, email and SMS.
- Assist customers in updating expired cards and payment methods.
- Respond to Stripe payment disputes and chargebacks with clear, evidence-based submissions.
- Update customer account details, contact information and payment methods.
- Maintain accurate notes and records in Salesforce and other internal systems.
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