Could you become a Customer Retention Specialist?
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Demand steady
What this job is
Customer Retention Specialists focus on one core problem: stopping customers from cancelling, switching, or walking away. They talk to customers who are unhappy, at risk of leaving, or who have already asked to cancel. The job involves listening to complaints, offering solutions such as discounts or product changes, and recording outcomes. It sits within the broader contact centre and customer service field.
Pay
A$1,414 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Complaint Handlingcore
- Confidentiality and Privacy Compliancecore
- Conflict De-escalationcore
- CRM System Operationcore
- Customer Needs Assessmentcore
- Data Entry and Accuracycore
- Empathy and Emotional Intelligencecore
- Inbound Call Handlingcore
- Multitaskingcore
- Negotiationcore
- Policy and Procedure Adherencecore
- SLA and KPI Adherencecore
- Telephone Etiquettecore
- Time Management and Prioritisationcore
- Upselling and Cross-Sellingcore
- Verbal Communicationcore
- Adaptability and Flexibility
- Digital Literacy
- Email Management
- Escalation Management
- Microsoft Office Suite Proficiency
- Workflow Queue Management
- Written Communication