Job Details
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Job Description
Duties & Responsibilities:
- Contact churned customers to understand their experience with our product and service.
- Contact customers who are at risk of leaving to understand their concerns.
- Pinpoint and Identify clear reasons & feedback behind customer’s churning to provide accurate and helpful insights.
- Provide solutions to customer issues and ensure their satisfaction.
- Develop and maintain strong relationships with customers.
- Follow up with customers to ensure their issues are resolved.
- Handle customer complaints and provide appropriate solutions.
- Maintain a positive and professional attitude with customers and colleagues.
- Meet or exceed retention targets set by the company.
- Participate in the development of customer satisfaction surveys
- Implement strategies to improve customer retention.
- Work closely with other departments to address and resolve customer problems.
- Create and maintain detailed records of customer interactions and outcomes.
- Monitor customer satisfaction and take proactive steps to improve it.
- Analyze customer feedback and identify trends.
- Provide regular reports on customer retention metrics
- Stay up-to-date with industry trends and best practices.
- Collaborate with the sales team and other teams to identify upsell opportunities.
- Assist in the development of customer retention programs.
- Ensure compliance with company policies and procedures.
Job Requirements
Requirements & Qualifications:
- Graduate from Business, Marketing or a relevant field.
- Proven experience as a Retention Agent or similar role.
- Experience in sales or customer service is a plus.
- Excellent communication and interpersonal skills.
- Strong customer-orientation and problem-solving skills.
- Strong negotiation skills.
- Ability to work in a fast-paced environment.
- Multitasker, very organized and attentive to detail.
- Proficiency in CRM software and Microsoft Office Suite. .
- Excellent time management skills.
- Strong work ethic and commitment to excellence.
