Senior Customer Retention Specialist

Senior Customer Retention Specialist

We are looking for a Senior Customer Retention Specialist to join our National Sales team in Richlands, Brisbane.

You'll be the go-to for complex retention cases and escalations, while managing your own portfolio of customers and playing a key role in the development of the broader team and improving how we work.

What you’ll be doing

• Directly engage with customers wishing to cancel, actively listening to their concerns and providing tailored solutions to retain their business.
• Handle escalated customer disputes, early termination negotiations, and settlement decisions
• Navigate internal relationships across sales, operations, and credit to find workable solutions for customers looking to cancel or escalate
• Track and report on key retention metrics weekly, translating data into insights that drive timely business decisions
• Act as a senior resource for Customer Retention Officers, sharing expertise and guiding their development through day-to-day interactions

About you

• Confident and resilient in challenging customer conversations — you don't shy away from difficult situations and know how to navigate them professionally
• A natural problem-solver who can think on their feet, juggle a high volume of active cases, and never lose sight of the customer experience
• Commercially minded with the ability to read, interpret, and apply contract terms and conditions
• Demonstrated ability to improve processes and drive positive customer outcomes
• Approach difficult financial conversations with care and professionalism, balancing customer circumstances against contractual and commercial outcomes
• Proven experience using CRM systems (Salesforce preferred) and Microsoft Office applications
• Waste management or service-contract industry experience is a plus, but not essential

Why you’ll stay

• Autonomy to run your team and make decisions—you won’t be micromanaged
• Genuine variety—people management, customer escalations, reporting, and process improvement
• Work with real impact in sustainability and the circular economy
• Career development in a growing national business with global backing

About REMONDIS

REMONDIS is one of the world’s largest recycling, service and water companies, with 40,000+ employees across four continents and 40 years in Australia. We’re committed to environmental sustainability and the circular economy—turning waste into a resource.

To apply

You’ll need proof of entitlement to work in Australia. Pre-employment checks (including medical and drug & alcohol testing) apply in line with role requirements.

REMONDIS is an Equal Opportunity Employer and welcomes applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander peoples.