RELATIONSHIP ASSISTANT

Description

Job Summary: The Relationship Assistant serves as the primary point of contact for customers requesting service cancellation, aiming to reverse such requests through human-centered service and retention strategies, while managing the entire cancellation lifecycle. Key Highlights: 1. Human-centered service focused on problem resolution 2. Application of customer retention strategies 3. End-to-end management of the cancellation process The Relationship Assistant is the primary point of contact for customers who request cancellation of their services. The core objective of this role is to reverse cancellation requests through empathetic, transparent, and solution-oriented service, applying retention strategies to maintain the customer base. This professional is responsible for the entire cancellation lifecycle—from the initial contact through administrative and operational finalization in the system. * Handle inbound and outbound customer contacts (via phone or e\-mail) requesting service cancellation, adhering to company scripts and quality standards. * Diagnose the reason for the cancellation request (e.g., technical issues, financial concerns, address change) and apply customized retention strategies for each case. * Negotiate and offer alternatives to prevent cancellation, such as: * Scheduling technical visits to resolve connectivity issues. * Offering plan downgrades, address transfers, temporary service suspension, or account ownership transfer. * Presenting benefits and advantages of the current plan, including the Benefits Club and upgrade options. * Accurately record and document all interactions and process stages in the MK ERP management system. * Analyze contract validity and fidelity clauses to calculate termination penalties and proportional usage charges, where applicable. * Generate penalty or proportional usage bills in the system, following established financial procedures. * Create and manage Service Orders (S.O.) for cancellation and retrieval of loaned equipment. * Guide customers on equipment return procedures and available options (delivery at a branch or technician pickup). * Finalize the cancellation process in the system, ensuring definitive contract termination and suspension of future billing.