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Client Relationship & Retention Specialist

Growth Partner & Consultancy Limited$6K – $8K per monthCanada only

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We are looking for a Client Relationship & Retention Specialist to take ownership of complex customer situations where there is a risk of disengagement, cancellation, refund, or loss of trust.

This is a high-accountability, client-facing role requiring strong judgment, confident phone communication, commercial awareness, and the ability to remain calm and effective in difficult situations.

You will investigate the full customer journey, identify the true cause of an issue, and work directly with customers to help them regain confidence and move forward. This means looking beyond the immediate complaint to understand what is actually driving the customer’s concern, whether that is a practical, technical, delivery, expectation, or mindset blocker.

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Client Relationship & Retention Specialist at Growth Partner & Consultancy Limited · web2ua

Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence
Contact assigned customers quickly by telephone and use SMS and email when appropriate
Review the customer’s complete journey before making contact to understand the history, context, and potential issues
Speak directly with customers by phone and build trust quickly, even when emotions are high
Diagnose practical, technical, delivery, expectation, or mindset blockers and identify the true root cause of the issue
Troubleshoot appropriate issues directly and coordinate additional support when required
Lead calm, confident resolution and de-escalation conversations
Separate the immediate complaint from the underlying issue and determine the most appropriate path forward
Help customers reframe unhelpful conclusions without dismissing legitimate concerns
Reconnect customers with their original goals and help establish a clear recovery plan and next action
Correct misunderstandings clearly and respectfully without becoming defensive or argumentative
Use strong conversational influence and judgment to help restore customer confidence without applying pressure or making unsupported promises
Make sound judgment calls while balancing customer experience, commercial considerations, and the facts of each case
Coordinate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when additional action is required
Maintain ownership of the customer relationship while internal work is being completed rather than simply passing the customer between departments
Use approved support options or concessions when appropriate and justified
Escalate continued refund requests or complex cases through the appropriate process
Keep customers informed while outstanding issues are being resolved
Maintain clear and accurate records of conversations, decisions, commitments, actions, and outcomes
Identify recurring causes of disengagement, dissatisfaction, and refunds and recommend practical improvements to prevent them in the future

Client Relationship & Retention Specialist

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Client Relationship & Retention Specialist

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THE COMPANY

WHAT YOU WILL DO

Requirements

Benefits

Independent Contractor Agreement

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