Job Description

• Engage with existing customers to understand their needs and concerns, aiming to retain their business and enhance satisfaction.
• Proactively reach out to customers who have expressed intent to leave or reduce services, offering tailored solutions and incentives.
• Analyze customer feedback and usage patterns to identify at-risk accounts and develop personalized retention strategies.
• Collaborate with cross-functional teams to resolve customer issues promptly and effectively.
• Maintain accurate records of customer interactions, feedback, and retention outcomes in CRM systems.
• Educate customers on new products, services, and promotions that align with their needs.
• Conduct follow-up communications to ensure customer satisfaction after resolution of issues.
• Meet or exceed monthly retention targets and key performance indicators (KPIs).
• Provide insights and recommendations to improve retention processes and customer experience.
• Stay updated on industry trends, competitor offerings, and best practices in customer retention.

Job Requirements

• Fluency in English at B1+ level or higher, with excellent verbal and written communication skills.
• Proven experience in customer service, retention, or a related field is preferred.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to handle challenging conversations with empathy and professionalism.
• Excellent organizational and time management skills.
• Comfortable working in a fast-paced, target-driven environment.
• Proficiency in using CRM software and Microsoft Office applications.
• Strong interpersonal skills and the ability to build rapport with diverse customers.
• Adaptability to changing processes and customer needs.
• Willingness to work flexible hours, including evenings and weekends if required.

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