Website West Coast Personnel
West Coast Personnel streamlines the recruitment process by presenting the best-vetted candidates, on time. Our Recruitment service is free and your company pay for our expertise after the successful candidate has commenced employment. Our EOR service issues employment contracts on your behalf, hand… read moreles payroll, salaries and statutory responsibilities and charges a monthly service fee per worker. West Coast Personnel offers a range of add on services: background checks – criminal, credit, education and reference checks – so you know you’re recruiting reliable staff. Our international standard skills testing software ensures that candidates can do what they say.
We are seeking a highly motivated and customer-focused Customer Care Specialist to join our team. This role is critical in managing customer relationships, resolving complaints, and retaining customers who are considering cancellation.
The successful candidate will play a key role in protecting revenue by delivering exceptional service and turning challenging situations into positive outcomes.
Key Responsibilities
Handle inbound and outbound customer interactions, particularly with customers wishing to cancel services
Proactively retain customers by understanding concerns and offering effective solutions
Manage and resolve customer complaints in a professional and empathetic manner
Investigate issues related to service delivery, communication, and product performance
Negotiate retention outcomes that are beneficial to both the customer and the business
Maintain accurate records of customer interactions and resolutions
Collaborate with internal teams to address recurring issues and improve service delivery
Meet individual retention and performance targets
Required Experience & Skills
Proven experience in a customer service or customer care role
Demonstrated experience in complaint resolution and de-escalation
Strong customer retention experience (essential)
Excellent negotiation and objection-handling skills
Must be computer literate
Ability to remain calm and professional under pressure
Strong communication skills (verbal and written)
Results-driven with a proactive and positive attitude
Preferred / Advantageous
Experience in a retention or cancellations team
Background in telecoms, insurance, or security services
Key Competencies
Customer-centric mindset
Resilience and emotional intelligence
Problem-solving ability
Persuasive communication
Target-driven and self-motivated
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