Customer Retention Representative at SunCulture Kenya Ltd

 About the role:

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