Customer Retention Specialist

Placements24; East London; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental benefits

Professional growth opportunities

Team collaboration events

Paid time off

Job summary

Placements24 in East London, Eastern Cape, is seeking a Customer Retention Specialist to safeguard existing client relationships and loyalty. The role blends client engagement, churn risk identification, and tailored retention initiatives within a hybrid work setup.

You will collaborate with sales and support teams, analyze CRM data, and drive initiatives that enhance the customer journey. Experience in customer retention and strong communication are essential for success.

Qualifications

• Minimum of 3 years in customer retention, customer success, account management, or related field.
• Proven ability to reduce churn and grow loyalty.
• Excellent communication, negotiation, and interpersonal skills.
• Strong CRM understanding and data analysis capability.
• Proactive, results-oriented mindset.
• Bachelor's degree in Business/Marketing or related field preferred.
• Experience within the Eastern Cape business environment is a plus.

Responsibilities

• Develop and implement retention strategies to reduce churn.
• Engage with customers across channels to build relationships.
• Identify at-risk customers and craft tailored retention plans.
• Address concerns and resolve issues to ensure satisfaction.
• Educate customers on product features and benefits.
• Gather feedback to inform retention efforts.
• Collaborate with sales and support for a seamless journey.
• Monitor retention metrics and report performance.
• Manage loyalty programs and initiatives.

Skills

Communication

Negotiation

Interpersonal skills

CRM knowledge

Data analysis

Education

Bachelor's degree in Business/Marketing or related field

Tools

CRM software

Data analysis tools

Job description

About the Role

Our client is seeking a motivated and proactive Customer Retention Specialist to join their dynamic team in East London, Eastern Cape . This role is crucial for building and maintaining strong relationships with existing customers, ensuring their continued satisfaction and loyalty. As a Customer Retention Specialist, you will proactively engage with clients, identify potential churn risks, and implement strategies to prevent customer attrition. You will be responsible for understanding customer needs, addressing concerns, and providing solutions that enhance their experience. The ideal candidate possesses excellent communication skills, a keen understanding of customer service principles, and a strategic mindset. This hybrid position offers the flexibility to work from home and our modern office in East London , fostering a productive and balanced work environment. If you are passionate about customer loyalty and thrive in a client-facing role within the Eastern Cape , this is an excellent opportunity.

Key Responsibilities

• Develop and implement strategies to retain existing customers and reduce churn.
• Proactively engage with customers through various communication channels to build relationships.
• Identify at-risk customers and implement tailored retention plans.
• Address customer concerns and resolve issues to ensure satisfaction.
• Educate customers on product features and benefits that enhance their experience.
• Gather customer feedback and insights to inform retention strategies.
• Collaborate with sales and support teams to provide a seamless customer journey.
• Monitor customer satisfaction metrics and report on retention performance.
• Manage customer loyalty programs and initiatives.

Requirements

• Minimum of 3 years of experience in customer retention, customer success, account management, or a related field.
• Proven track record in reducing customer churn and increasing customer loyalty.
• Excellent communication, negotiation, and interpersonal skills.
• Strong understanding of customer relationship management (CRM) principles.
• Proficiency in CRM software and data analysis tools.
• Ability to identify customer needs and provide effective solutions.
• A proactive and results-oriented approach.
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Experience within the Eastern Cape business environment is a plus.

Benefits

• An annual salary of up to ZAR .
• Hybrid work model offering a flexible work-life balance.
• Comprehensive medical and dental benefits.
• Opportunities for professional growth and development.
• A supportive and collaborative team culture in East London .
• Generous paid time off and holiday allowances.
• Access to advanced customer retention tools and training.
• Regular team-building events and company social functions.