Customer Retention Representative (Contract)

CoinFlip is a global digital currency platform company seeking a Customer Retention Representative to follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via WhatsApp and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions.

Requirements

• Follow up on abandoned potential customer registrations via WhatsApp messages and outbound phone calls
• Assist customers with a white glove level of service to register in order to transact
• Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives
• Identify and address customer concerns, questions, or objections preventing completion of transactions
• Provide product information, pricing clarification, and basic support where required
• Accurately update customer interactions and outcomes on the CRM or tracking system
• Escalate complex queries or issues to the relevant sales or support team
• Maintain consistent follow-up schedules to maximize conversion rates
• Ensure all communication aligns with company tone, branding, and customer service standards
• Comply with privacy, data protection, and communication regulations

Benefits

• Basic Commission structure
• Possible permanent placement after initial contract
• Initial 3-week training period (Paid)
• Aligned with Australian business hours (graveyard shift)