Cancellations Specialist - Hybrid

Customer Retention / Cancellations Specialist - Hybrid 

We are currently looking for a Customer Retention Specialist to join our Sangoma team. Customer Retention specialists communicate with client customers, to develop and maintain relationships to increase loyalty and retain businesses and/or services and quickly devise solutions to problems. Excellent customer service skills and professionalism are a must for this position.  This role is a hybrid work schedule with three days in our

Who is Sangoma? 

Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking. Our core purpose is to reshape the way productive people collaborate and cooperate and to make each of us more powerful and enabled in our working lives. 
 

Your Role:

• You are passionate about the customer experience as you promptly, accurately, and thoroughly respond and follow up to customer requests via email requests, and inbound and outbound calls.
• You have the proven experience to quickly identify, analyze, and resolve customer issues related to agreement terms, potential upgrades, splits, rewrites, or possible account cancellations.
• Become an expert on our internal processes and guidelines with the goal of successfully addressing and retaining customers.  
• Effectively manages pending cancellations or requests in accordance with Sangoma best practices.
• Calculate and collect contract balance and fees while ensuring customer satisfaction and continued service with Sangoma. 
• Successfully collaborate with internal teams on escalated customer issues.  

Your Background:  

• You are passionate and excel at providing a superior customer experience by utilizing professionalism, patience, and problem-solving skills.
• At least one year of experience working in a B2B customer service environment.
• Previous collections and negotiation experience are a must.
• Strong organization and attention to detail as you accurately track and communicate customer and collections issues.
• Strong Excel and Word Skills.
• Ability to multi-task effectively.
• Work independently in an efficient and professional manner.

Why Sangoma: 

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Matching 401K program
• Employee Stock Purchase Program after one year of service
• Flexible PTO plan & Company Holidays
• Entrepreneurial work environment partnered with high-growth career opportunities

Sangoma is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.