Remote Customer Retention Architect

Pt Astra Sedaya Finance (Astra Credit Companies); Raha; Remote; IDR 90,000,000 - 180,000,000; Full time

Benefits offered by this job

Fully remote work flexibility

Retention-based bonuses

Health and wellness benefits

Home office stipend

Advanced remote collaboration tools

Work-life balance focus

Job summary

Pt Astra Sedaya Finance (Astra Credit Companies) seeks a Remote Customer Retention Specialist to nurture existing relationships, reduce churn, and optimize loyalty programs within a fully remote team.

The role emphasizes proactive outreach, data-driven decision making, and collaboration with Sales and Customer Success to deliver a seamless, value-driven experience for Indonesian customers.

Qualifications

• 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.

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

Communication skills

Data analysis

Interpersonal skills

Education

Bachelor's degree in Marketing/Business or related field

Tools

CRM software

Customer engagement platforms

Job description

Pt Astra Sedaya Finance (Astra Credit Companies) seeks a Remote Customer Retention Specialist to nurture existing relationships, reduce churn, and optimize loyalty programs within a fully remote team.

The role emphasizes proactive outreach, data-driven decision making, and collaboration with Sales and Customer Success to deliver a seamless, value-driven experience for Indonesian customers.