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Detail posisi

We are seeking a highly skilled and proactive individual to oversee the termination of our web hosting services. This role requires experience in managing service terminations, particularly in web hosting, as well as the ability to work with multiple internal teams and external customers.

Kewajiban

• Lead the web hosting service termination process, ensuring timely and smooth operation.
• Collaborate with sales, engineering, after-sales, legal, and CRM teams to coordinate and streamline termination procedures.
• Analyze customer feedback during the termination process and suggest counter-offers to improve retention where appropriate.
• Develop and maintain clear procedures, instructions, and FAQs for the service desk to ensure efficient handling of termination requests.
• Proactively manage customer satisfaction during service termination, addressing concerns and ensuring a positive customer experience.
• Monitor and manage the timeline for service termination, ensuring deadlines are met.
• Report on the progress of termination processes to internal stakeholders and escalate issues when necessary.
• Provide feedback for improving termination policies and service desk operations.

Kualifikasi

• Proven experience in service termination processes, particularly in web hosting services.
• Strong interpersonal and communication skills for working with cross-functional teams (sales, engineering, after-sales, legal, CRM).
• Ability to analyze customer feedback and deliver counter-offers to maximize retention and satisfaction.
• Strong problem-solving skills and the ability to work independently with minimal supervision.
• Experience developing customer-facing documents, including procedures, instructions, and FAQs.
• Excellent time management and organizational skills.
• Experience in managing multiple projects and meeting tight deadlines.
• Familiarity with CRM systems and workflows is a plus.