Direct Selling & Customer Retention Specialist

Pt Astra Sedaya Finance (Astra Credit Companies); Raha; Remote; IDR 434,153,000 - 759,768,000; Full time

Benefits offered by this job

Remote work flexibility

Retention bonus

Health benefits

Professional growth

Home office stipend

Collaboration tools

Work-life balance

Job summary

WhatJobs Direct is seeking a Remote Customer Retention Specialist to engage our existing customer base, drive satisfaction, and reduce churn from a fully remote setting. You will design retention programs, monitor customer health, and coordinate with sales and success teams to deliver a seamless experience.

The role requires strong communication, data-driven decision making, and the ability to work independently in a remote environment while supporting customers across regions.

Qualifications

• Proven experience in customer retention, account management, or customer success.
• Bachelor’s degree in Marketing, Business, or related field preferred.
• Strong communication, negotiation, and interpersonal skills.

Responsibilities

• Develop and implement strategies to increase customer retention rates.
• Proactively contact existing customers to gauge satisfaction and address concerns.
• Identify at-risk customers and implement targeted retention campaigns.
• Respond to customer inquiries related to renewals, service issues, and account management.
• Educate customers on product benefits and new features to enhance their value perception.
• Gather customer feedback through surveys and direct interactions to identify areas for improvement.
• Collaborate with sales and customer success teams to ensure a unified customer experience.
• Maintain accurate records of customer communications and retention activities in the CRM.
• Analyze churn data and customer feedback to refine retention strategies.
• Build strong, long-term relationships with key customer accounts.

Skills

Customer retention

Account management

Customer success

CRM software

Data analysis

Communication

Remote work

Bekasi familiarity

Education

Bachelor's degree in Marketing

Tools

CRM platforms

Customer engagement tools

Job description

About the Role WhatJobs Direct is actively recruiting for a Remote Customer Retention Specialist to join our growing, fully remote team. This role is designed for individuals passionate about customer loyalty and who excel at building lasting relationships. You will be instrumental in proactively engaging with our existing customer base, ensuring their continued satisfaction and preventing churn. As a remote-first organization, we offer the flexibility to work from anywhere, supported by a collaborative virtual environment. The ideal candidate will possess strong communication skills, a keen understanding of customer needs, and a strategic mindset focused on retention. This is a critical position for maintaining our company's strong customer relationships and driving sustainable growth through excellent service delivery and proactive engagement. Join us to make a real difference in customer loyalty.

Key Responsibilities

• Develop and implement strategies to increase customer retention rates.
• Proactively contact existing customers to gauge satisfaction and address concerns.
• Identify at-risk customers and implement targeted retention campaigns.
• Respond to customer inquiries related to renewals, service issues, and account management.
• Educate customers on product benefits and new features to enhance their value perception.
• Gather customer feedback through surveys and direct interactions to identify areas for improvement.
• Collaborate with sales and customer success teams to ensure a unified customer experience.
• Maintain accurate records of customer communications and retention activities in the CRM.
• Analyze churn data and customer feedback to refine retention strategies.
• Build strong, long-term relationships with key customer accounts.

Requirements

• Proven experience in customer retention, account management, or customer success.
• Excellent communication, negotiation, and interpersonal skills.
• Strong understanding of customer lifecycle management and loyalty programs.
• Ability to analyze customer data and identify trends and patterns.
• Proficiency with CRM software and customer engagement platforms.
• Self-motivated with the ability to work independently in a remote environment.
• A stable internet connection and a suitable home office setup are required.
• Familiarity with the Bekasi region or Indonesian market is a plus but not essential for this remote role.
• Bachelor's degree in Marketing, Business, or a related field is preferred.
• Demonstrated ability to de-escalate customer issues and build rapport.

Benefits

• Fully remote work flexibility, allowing you to work from anywhere.
• Competitive salary and potential for retention-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and skill development in a remote setting.
• A supportive and collaborative virtual team culture.
• Home office stipend and resources to ensure productivity.
• Access to advanced remote collaboration tools.
• Focus on work-life balance and employee well-being.