Customer Retention Representative at SunCulture Kenya Ltd

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