Who we are Lodgify is not just any startup, we're a fast-growing company leading the vacation rental industry with our innovative software. And we raised $30M to do exactly that! Our platform empowers property owners and managers to efficiently manage and market their rental businesses online. We are an international team of more than 300 people and over 50 different nationalities, founded in the heart of sunny Barcelona. Role Overview We're on the lookout for a Retention Agent, to join our Customer Success team in a fully remote position.
As a Retention Agent, you will have a key role in improving the company's revenue:
You will be responsible for managing collections activities to reduce overdue amounts, upgrade existing customer accounts, and cover all aspects of collections activity including cash collection, customer relations, account management, and reporting. How will you make an impact?Handle incoming cancellation requests from customers with the goal to retain them on our platform by understanding the customer's issues & pain points and create a tailor-made proposal to retain the customer that answers their needs.Own the Billing/Collection part of our business, by contacting by phone our customers, informing other teams, and improving the processUpgrade and expand our customers, offering upsells whenever relevant.Help our customers with any billing questions they may have, and assist them with payment issues by phone, email, and chat.Cross-team collaborations to report issues, request actions, product improvements, and other projects.Contact users by phone and email to collect overdue amounts.Record all important activities and insights gathered throughout the whole collection process and follow up accordinglyContact our customers primarily by phone, and follow up until we can get in touch. The role is phone-based, so you will be calling our customers throughout the day and will be the main point of contact with users.Address customers' pain points and make sure you use your negotiation skills in order to assist with the best solution for both parties.It is expected, that the majority of the conversations will be handled by phone ?, but you will assist customers also through email and Chat. What makes you a great fit?You are a confident person who loves to proactively reach out to customers and negotiate with them by phoneFluent English level. (This means excellent written and verbal communication skills) Italian would be really nice to have!2 + years experience of related working experienceHigh level of Microsoft packageExperience in Sales calls is a plusOrganization and negotiation skillsGreat adaptability and proactivity. Lodgify is a start-up so you will be expected to give a coherent approach to the company and we expect your proactivity and willingness to make a better product together.Why you'll love us: You'll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. We celebrate diversity and are proud to acknowledges a variety of backgrounds, perspectives and skills in our team; committed to creating a workplace where everyone is heard and feels a sense of belonging. What's in it for you? The freedom to work from home any day that works for you. Enjoy 25 working days of paid vacation and Jornada Intensiva in August. Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist and we cover pre-existing conditions too). Save on meals! Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€. Plus, enjoy a 50% discount on Ametller's prepared dishes to level up your mealtime! Flexible Remuneration options for your transportation needs. ?Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment. Free Spanish classes. Boost your earning potential with our referral program that offers paid compensation. Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking and more! Work in a dynamic environment with offices fully equipped for fun with ping pong, foosball, surrounded by an international team of +50 nationalities. So, what are you waiting for? Apply now! All applications and CVs must be submitted in English
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