The role of the Customer Retention Representative is pivotal in proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty to the SunCulture brand. This position requires 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.
