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. 

• 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.

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