Renewals Specialist (AUS Hours)
Hybrid · Kuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Renewals Specialist within the Customer Experience function responsible for managing customer cancellations and downsell requests to retain customers, reduce churn, and improve gross retention. The role involves engaging customers primarily via Live Chat, telephone, and video calls, using playbooks and proven retention strategies, collaborating across Customer Success, Account Management, and Product teams, and leveraging Salesforce to track opportunities and capture feedback. Must meet retention targets and KPIs (e.g., Save Rate and Saved Value) and develop in-depth knowledge of divisions, customers, and products to become a product expert. Requires 1+ years of relevant experience, fluent English, strong problem-solving and empathy, the ability to work independently in Australian working hours (7:00 a.m.–4:00 p.m. MYT or 6:00 a.m.–3:00 p.m. MYT), and comfort handling high-volume customer interactions in a fast-paced environment.
Required Qualifications
- 1+ years of experience in sales, proactive customer service, or retention-related roles
- Fluent communication skills in English, both written and verbal
- Ability to work independently, manage time efficiently, and handle multiple tasks
- Experience handling high-volume customer interactions in a fast-paced environment
- Resilience and professionalism in challenging situations
- Experience with customer relationship management (CRM) software, preferably Salesforce
- Strong empathy and emotional intelligence to understand customer needs and concerns
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