Customer Retention Specialist

6 hours ago


Cape Town, Western Cape, South Africa Datafin Recruitment Full time

We are seeking a highly skilled and dedicated Customer Success Agent to join our team at Datafin Recruitment in Germany. As a key member of our customer success team, you will play a crucial role in ensuring the satisfaction and retention of our clients.

Job Description:
  • Salary: €45,000 - €60,000 per annum

The successful candidate will be responsible for engaging with existing customers to prevent churn, addressing their concerns, and ensuring their continued satisfaction with our products or services. This will involve proactive outreach, problem-solving, and relationship-building to enhance customer loyalty and retention.

Key Responsibilities:
  1. Maintain regular communication with clients to foster strong relationships using a structured tick box sheet to document all interactions.
  2. Act as a liaison between clients and internal teams to resolve any service-related issues promptly and effectively.
  3. Proactively contact customers who have indicated an intention to cancel or are at risk of leaving.
  4. Identify and resolve customer issues promptly and effectively escalating complex issues to the appropriate departments and following up to ensure resolution.
  5. Maintain accurate and detailed records of customer interactions and retention efforts preparing and submitting regular reports on retention activities outcomes and trends.
  6. Analyse customer feedback and retention data to identify areas for improvement.
  7. Work closely with the customer service sales and marketing teams to ensure a seamless customer experience.

The ideal candidate will have excellent communication and interpersonal skills with the ability to work well under pressure. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences we would love to hear from you.



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