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Retentions Specialist

Johnson Controls

Location: Rydalmere

Job Type: Full time


Job Details

ADT Security are a division of Johnson Controls and we are a Global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 135,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next-generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through a strategic focus on our buildings and energy growth platforms.

The role:

Your duties will include but not limited to:

  • First Point of contact for existing customers who call to terminate their agreement

  • Escalations and investigations - handling of customer complaints

  • Provide customer service, investigate and present customer solutions to retain and maintain subscriptions

  • Qualify, identify and convert all sales opportunities

  • Respond to all customer requirements, promptly, efficiently and in a professional manner at all times.

  • Document all calls and actions taken on the customer’s MASTERMIND and/or Salesforce file ensuring that all updates and amendments are accurate and complete

  • Prepare quotes and pricing for customers and projects

Knowledge and experience:

  • Able to handle objections and customer complaints

  • Good knowledge of the Australia/New Zealand market

  • Previous inbound and outbound fast-paced call centre experience

  • A high level of computer literacy skills – Microsoft Office

  • An exceptional customer experience each and every time

  • The capacity to learn new skills, product and technical knowledge

  • Able to work under pressure and meet deadlines

  • Excellent time management skills

  • Good clear verbal and written communications and negotiation skills

  • High level attention to detail and organisational skills


  • Career growth

  • Supportive team environment

  • Extensive training on and off the field


  • Permanent Opportunity - Base + Super + Bonus!

JCI’s Diversity & Inclusion

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. ​​​​​​ Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands. 

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