Customer Retention Representative

•  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