About the role:
As
a Customer Retention Representative, you will play a pivotal role in
proactively engaging with existing customers to ensure their satisfaction,
address concerns, and promote loyalty to our brand. This role holder will hold
a combination of excellent communication skills, a deep understanding of our
products/services, and the ability to empathize with customers to retain their
business.
Key Responsibilities:
- Conduct outbound calls to assess customer
satisfaction and address concerns.
- Establish and maintain positive customer
relationships by actively listening to customer needs
- Inform customers about new products,
features, and promotions.
- Investigate and resolve customer
complaints efficiently.
- Collaborate with departments to ensure
prompt resolution of customer concerns.
- Document all customer interactions and
resolutions accurately in the CRM system.
- Implement retention strategies to reduce
churn and enhance loyalty.
- Proactively identify at-risk customers
and provide personalized solutions.
- Stay updated on product knowledge and
provide relevant training to customers.
- Gather customer feedback to identify
areas for improvement.
- Share insights with relevant teams to
enhance products and services.
- Meet and exceed monthly retention targets
and KPIs.
- Provide regular reports on customer
interactions, feedback, and retention outcomes.
Qualifications:
- Minimum of a Diploma or any other
relevant education
- Demonstrated proficiency in outbound
customer retention, customer service or sales
- Exceptional verbal and written
communication skills
- Strong problem-solving capabilities and
adeptness in conflict resolution.
- Ability to work both independently and
collaboratively within a team to achieve common goals.
- Proficient utilization of CRM software
and relevant tools
- Exhibits adaptability and thrives in
dynamic, fast-paced environments
How To Apply