Job Description

In this position you will....

Be responsible for engaging current Device Protection customers who intend to cancel their policies, understanding their concerns, and applying effective retention techniques to preserve customer relationships and reduce policy churn. The role will also present suitable down-sell offers, where applicable, to help retain customers with adjusted coverage or pricing options.

You will be responsible for…

• Handle inbound and/or outbound retention calls for current Device Protection customers requesting policy cancellation.
• Understand cancellation reasons and identify opportunities to retain customers through consultative conversation.
• References check customer subscription and past service utilization in identifying the saving customer have or could have for advantage in retaining the customer
• Present approved retention and down-sell offers in line with business guidelines and customer needs.
• Clearly explain product benefits, policy value, and available alternatives to support customer decision-making.
• Achieve agreed retention, conversion, call quality, and productivity targets.
• Accurately record call outcomes, customer feedback, cancellation reasons, and offer acceptance in the relevant system.
• Escalate complex, sensitive, or unresolved cases to the Retention Supervisor when required.
• Follow scripts, compliance requirements, data privacy standards, and customer service protocols.
• Share recurring customer concerns and market feedback to support service and retention improvement.

For you to be successful…

We expect you to be able to demonstrate the following key competencies

Impactful

• Maintains commitment to achieving goals in the face of obstacles.
• Has a clear understanding of team’s objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.

Collaborative

• Build diverse networks and cooperative key working relationships to work in partnership with others.
• Co-operates with team members to resolve problems and achieve goals.
• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.

Communication

• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.
• Receptive to feedback and appropriately expresses own opinions.

Adaptable

• Employs different approaches depending on the situation.
• Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan.
• Comfortable using different approaches to problem solving.

You will require the following qualifications and skills

• A Thai national
• Prior experience in telesales, customer retention, save desk, contact centre, or phone-based customer service.
• Experience handling customers who wish to cancel a service, subscription, insurance, or protection plan is highly preferred.
• Customer-focused, resilient, and able to work under performance targets.
• Good data entry and basic system skills.
• Experience in insurance, device protection, telecom, or subscription-based products is an advantage