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1783 - Customer Retention Specialist
2 weeks ago
**We are seeking a Customer Retention Consultant to join our dynamic team and innovative company.**:
**About the Customer Retention Specialist**:
We are seeking proactive and empathetic _Customer Retention Specialists_ to join our team and play a critical role in managing B2B fleet cancellation requests. The primary goal of this role is to prevent customer churn by addressing concerns, identifying service gaps, and guiding customers back to a space where they continue to benefit from our solutions.
This role involves close collaboration with the Head of Sales and Head of Customer Success to drive strategic improvements and ensure exceptional customer experiences. Additionally, you will contribute to our Customer Service Index (CSI) through targeted outbound CSI telephone interactions.
**Customer Retention Specialist Key Responsibilities**:
- Engage with B2B customers requesting cancellations to understand their concerns and the underlying reasons.
- Document customer feedback and concerns for in-depth case studies, aiding the Service Department in identifying and addressing root causes.
- Develop and implement tailored retention strategies to address customer concerns and retain their business.
- Collaborate with internal teams, including Sales and Customer Success, to propose and execute solutions that address customer pain points.
- Proactively report on trends, challenges, and opportunities to the Head of Sales and Head of Customer Success.
- Conduct outbound CSI telephone calls to measure customer satisfaction and identify areas for improvement.
**Customer Retention Specialist**Skills required**:
- An excellent communicator with strong problem-solving skills and the ability to think strategically.
- Empathetic and customer-focused, passionate about understanding and resolving customer concerns.
- Resilient and target-driven, with a proven ability to work under pressure.
- Analytical and detail-oriented, with strong documentation and reporting capabilities.
**Qualifications and Experience**:
- Matric certificate
- Diploma or degree in Business Administration, Customer Service, Marketing, or a related field (advantageous).
- Experience in the fleet management, telematics, or vehicle tracking industry (advantageous).
- Proven experience (2+ years) in customer retention, account management, or customer service in a B2B environment.
**Technical skills required**:
- Proficiency in CRM tools like Sage Salesforce, HubSpot, Microsoft Dynamics, or similar platforms.
- Strong computer literacy, including MS Office Suite (Excel, Word, PowerPoint).
**Additional Requirements**:
- Own Transportation
- Valid Driver's License.
**Closing Date: 13 January 2024 at 16:00
