Customer Retention Rep at SunCulture Kenya Ltd

  • Full Time
  • Nairobi

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.

  • 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.
  • Minimum of a Diploma or any other relevant education
  • Demonstrated proficiency 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

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