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
of 2 + years 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
