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
