Retention Agent

Blueberry.; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading company in Kuala Lumpur is seeking a Retention Agent to enhance customer engagement and retention. The ideal candidate will possess strong negotiation skills and a passion for service excellence, ensuring customer satisfaction and loyalty. Responsibilities include addressing customer concerns, offering tailored solutions, and meeting retention targets while maintaining compliance with company policies.

Qualifications

• 1-2 years in customer service or sales.
• Must be Thai or Vietnamese speaking.

Responsibilities

• Proactively contact customers to understand concerns.
• Work towards achieving retention targets.

Skills

Customer Engagement

Problem Solving

Negotiation

Persuasion

Education

Bachelor's Degree

Tools

MS Office

Job description

Key Accountabilities

● Customer Engagement: Proactively contact existing customers via phone, email, or other communication channels to understand their concerns, inquiries, and reasons for potential service discontinuation.

● Relationship Building: Establish strong rapport with customers and demonstrate empathy while actively listening to their feedback and concerns.

Qualifications

● A minimum of a bachelor’s degree with relevant recent work experience.

● Must be either Thai or Vietnamese Speaking

Experience

● 1-2 years of experience in customer service, sales, or a similar client-facing role. Experience in handling customer complaints or working in retention-related positions is often preferred.

● Previous experience in negotiation or persuasion techniques is essential for convincing clients to stay with the company or continue using its services.

● Proficiency in the use of MS Office

● Detail-oriented, reliable, and resourceful.

● Positive attitude, and good problem-solving skills for dealing with customer complaints.

● Strong organization skills, with the ability to thrive in a fast-paced, constantly changing environment.

● Bring a passion for service excellence J11 - Retention Agent (MY)

● Problem Resolution: Identify and address customer issues, seeking appropriate solutions to retain their business and ensure a positive customer experience.

● Product Knowledge: Demonstrate a thorough understanding of the company's products and services to effectively communicate their benefits and value to customers.

● Selling the benefits of our trading platform to new customers.

● Offer Tailored Solutions: Customize offers, promotions, and discounts based on the customer's needs and preferences to encourage retention.

● Negotiation and Persuasion: Utilize negotiation skills and persuasive techniques to overcome objections and retain customers who may be considering cancelling or downgrading services.

● Record Keeping: Accurately document all customer interactions, feedback, and actions taken in the CRM system.

● Customer Feedback: Gather valuable customer insights and feedback to share with relevant teams for continuous improvement of products and services.

● Retention Targets: Work towards achieving individual and team retention targets set by the company, contributing to overall business goals.

● Cross-Selling and Upselling: Identify opportunities to introduce additional products or services that align with the customer's needs, potentially leading to upselling or cross-selling opportunities.

● Compliance and Data Protection: Ensure compliance with company policies, data protection regulations, and confidentiality guidelines during all customer interactions.