Have you spent years in customer service or debt collection and are ready for something a little different?
We're looking for a Customer Retention Specialist to join our National Sales team in Richlands, Brisbane. Someone who can have tough conversations and genuinely enjoys finding solutions that work for everyone.
You'll be the go-to for complex retention cases, managing your own portfolio of customers while playing a key role in developing the broader team and improving how we work.
What you’ll be doing
Talk directly with customers who are looking to cancel, understand what's driving it, and work to find a solution that keeps their business
Handle customer disputes and negotiate outcomes that work for both the customer and the business
Collaborate across internal teams to find the right solution for complex customer situations
Track and report on key retention metrics, turning the numbers into something useful for the team
Share your knowledge with junior team members and help guide their development.
About you
Confident with challenging customer conversations — you don't shy away from difficult situations and know how to navigate them professionally
A natural problem-solver with the ability to juggle a high volume of active cases, and never lose sight of the customer experience
Commercially aware with a good understanding of customer agreements and business obligations
Proactive and always looking for a better way — you'll speak up when you see an opportunity to improve how we work
Approach difficult financial conversations with care and professionalism, balancing customer circumstances against contractual and commercial outcomes
Experience using CRM systems and Microsoft Office applications
Industry experience is not essential, we will provide training
Why you’ll stay
Own your own portfolio of customers and have the autonomy to make decisions that are right for them and the business
No two days are the same — customer escalations, negotiations, reporting, and process improvement keep things interesting
Work with real impact in sustainability and the circular economy
Grow your career in a national business with global backing and genuine development opportunities
