Retention & Loyalty Specialist

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

Role overview

We are seeking a dynamic and customer-focused Retention Specialist to join our team. In this role, you will act as a key point of contact for customers, ensuring a seamless and high-quality support experience. You will play a critical part in understanding customer needs, resolving inquiries effectively, and contributing to the continuous improvement of support processes. The ideal candidate combines excellent communication skills—especially in French—with a proactive, solution-oriented mindset and a passion for delivering outstanding customer service while supporting business objectives.

Requirements:

• Strong ability to ask pertinent questions to identify customer needs and concerns;
• Excellent listening skills coupled with a high level of empathy;
• Customer-oriented mindset;
• Fluency in French with effective verbal communication skills, including proper grammar and tone;
• Self-motivated with an upbeat personality and high energy level;
• Strong work ethic and a collaborative team-oriented approach;
• Comfortable working with digital tools, CRM systems, and support platforms, with the ability to efficiently navigate multiple applications in parallel
• Ability to quickly learn and adapt to new technologies in a fast-evolving, digital-first environment

 Nice to have:

• 1+ years of experience in customer service;
• Proficiency in English;
• Prior experience in a similar role.

Key Responsibilities

• Centralize and manage all customer service-related issues reported by Bitdefender customers 
• Provide customer support across multiple channels, with a primary focus on email, while also supporting phone and chat interactions to ensure a seamless customer experience
• Responsible for improving customer retention through programs and service provided to the customer
• Work across multiple queues, skill sets, and communication channels as required
• Gather comprehensive and accurate information to escalate complex issues to higher support tiers
• Contribute to the development, implementation, auditing, and continuous improvement of working procedures

Why Bitdefender?

At Bitdefender, you will be part of a mission-driven organization that is at the forefront of cybersecurity innovation. We cultivate a culture of creativity, ownership, and continuous learning.

You will have the opportunity to collaborate with highly skilled professionals, contribute to significant global projects, and advance your career in a dynamic, technology-driven environment.

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