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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