About the Organisation:

Adobe Inc., formerly Adobe Systems Incorporated, is an American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. 

Roles and Responsibilities:

  • Maintain excellent knowledge of our products and services in order to understand customer’s 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 a 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 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’s 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 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.

How to Apply?

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