Associate - Customer Retention

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

What You’ll Do: 

• Maintain excellent knowledge of our products and services in order to understand customers' needs.
• Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us.
• Apply sales/Retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualized solutions to customers and closing all saves with integrity.
• Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customer’s request or issue.
• Identify opportunities to turn dissatisfied customers into happy customers.
• Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Report regularly to their respective manager on all activities relating to the role.
• Deliver high quality, business to business support service resolving customer enquiries at the first point of contact wherever possible.
• Always act in a mature and professional manner towards customers and all Adobe employees. 
• Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support, with excellent spelling, grammar and attention to detail 
• Show confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their services 
• Follow the documented procedure for the type of contact the customer needs using tools & resources to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.). 
• Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer needs. 
• Manage all required follow-up work on time and aim to meet or exceed customers’ expectations

What You Need to Succeed: 

• Proficiency to use web-based tools to stay current on Adobe products, features, services and offers.
• Work independently within established procedures associated with the specific job function and consistently exceed in all metrics.
• Tech-savvy and a quick learner with an ability to manage tasks in the agreed timeframe.
• Experience of working in a team environment and managing a diverse workload.
• Goal-oriented, self-motivated, confident, thorough and tenacious with excellent communication and influencing skills.
• Advanced negotiation and conflict resolution skills.
• Understanding of key concepts of First Call Resolution and Customer Satisfaction.
• Adaptable and flexible to change. Willing to work in different shifts.
• Advanced communication (Written and Verbal) and interpersonal skills. 
• Brings a sense of urgency to the position to resolve issues fully in a timely manner.
• General global cultural awareness, as they will be supporting customers from different regions.
• Sales acumen will make a huge difference in your ability to take on this challenge.