Renewal and Customer Success Advisor

The Renewal and Customer Success Advisor is responsible for delivering exceptional customer service, telemarketing, and back-office support to align with the company's overarching objectives.

Tasks & Responsibilities
 
 Contract Management 
•	Renewal of existing contracts, including all associated processes (increases, costing, missed visits, pro-rata, etc.)
•	Client satisfaction between 6 to 9 months prior to expiry date and send notification on time.
•	Contacting and follow-up with customers and partners to ensure a timely renewal process.
•	Periodically reporting on progress of current contract renewals. Preparing renewal quotes for current contracts
•	Process the renewal on time
•	Managing seasonal contract negotiations and reactivations.
•	Arranging courier dispatch for customer-related documents (amendments, extensions, pro-rata, invoices, etc.)
•	Logging all cancellation requests and preparing monthly reports for meetings.
•	Processing cancellation requests upon renewal 
•	Negotiating to retain customer upon renewal.
•	Handling modifications and amendments requested by customers upon renewal.
•	Extension of contracts for missing visits
•	Work Out to achieve (Yearly/Monthly) KPI and Objectives set by the Management.
•	Analyzing non-renewal contracts and reasons
•	Ensure that contracts are not kept unrenewed for more than 3 months.

 Others
•	Resolving complaints professionally and in a timely manner. 
•	Efficiently managing and reporting on customer complaints.
•	Building strong customer relationships & ensuring customer satisfaction.
•	Providing top-tier customer service by effectively handling incoming and outgoing communication channels (phone calls, email, fax) with accuracy, politeness, and competence. 
•	Being proactive and anticipating customers’ needs.
•	Handling back-office tasks such as data entry with precision.
•	Providing comprehensive reporting and data analysis to support decision-making.
•	Identifying opportunities for cross-selling and upselling.
•	Offering recommendations and facilitating resolution actions.
•	Taking full responsibility for assigned tasks.
•	Participating in company welfare and social activities.
•	Fulfilling any additional duties as instructed by management.


 Performance & Procedures
•	Understanding, meeting, and exceeding set targets for various clients and projects.
•	Following and respecting internal company rules and regulations, including dress code and break schedules.
•	Adhering to hierarchy instructions.

Skills & Competency

	Excellent communication skills, both verbal and written (English and French), with strong negotiation abilities
	Proficiency in Microsoft Office tools (Excel, Word, PowerPoint)
	Demonstrates passion, hard work ethic, and organizational skills.
	Exercises sound judgment, discretion, and maintains confidentiality.
	Builds effective liaisons with other departments.
	Attention to détails
	Capable of working independently and as part of a team
	Displays respect, voluntariness, and honesty
	Strives for excellence and proactively seeks solutions.
	Customer service-oriented