Job Title: Customer Retention Representative
Hiring Organization: SunCulture Kenya Ltd
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Solar Energy
Job Type: Full Time
Salary: KES
Date Posted: 05/28/2024
Since the
sale of our first kit in 2013, SunCulture has been on a mission to help
smallholder farmers in Africa improve both crop yields and quality. We are
driven to constantly innovate and improve our technology to make solar powered
irrigation solutions truly affordable for the millions of farmers on the
continent.
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
