Customer Retention Specialist

Placements24; Polokwane; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Professional development

Flexible remote work

Job summary

Placements24 in Polokwane is seeking a Customer Retention Specialist to maintain and grow the existing customer base. You will reduce churn, analyze data to identify at-risk customers, and collaborate with sales and support to improve lifetime value.

The role emphasizes proactive engagement, relationship-building, and delivering solutions that enhance customer experiences. Flexible remote arrangements are available, with a focus on delivering results.

Qualifications

• Proven experience in customer retention or customer success roles.
• Strong understanding of CRM principles and churn reduction strategies.
• Excellent communication, negotiation, and persuasion skills.
• Proficiency in using CRM software and customer analytics tools.
• Ability to analyze data and translate insights into actionable retention plans.

Responsibilities

• Develop and implement proactive strategies to retain existing customers and minimize churn.
• Analyze customer data and feedback to identify at-risk customers and implement targeted interventions.
• Communicate regularly with customers through various channels to ensure satisfaction and address issues.
• Process customer requests for account changes, upgrades, or cancellations with efficiency and professionalism.
• Identify opportunities for upselling or cross-selling to existing clients based on needs and usage patterns.
• Collaborate with marketing and sales teams to develop retention campaigns and loyalty programs.

Skills

Customer retention

CRM software

Data analysis

Communication

Negotiation

Account management

Tools

CRM tools

Customer analytics tools

Job description

About the Role

Our client is seeking a dedicated Customer Retention Specialist to focus on maintaining and growing their existing customer base in Polokwane. This role is vital for ensuring customer loyalty and reducing churn by proactively engaging with clients, addressing concerns, and offering solutions that enhance their experience. You will work closely with the sales and support teams to implement strategies aimed at increasing customer lifetime value. If you excel at building relationships and have a passion for keeping customers satisfied, this is the role for you.

Key Responsibilities

• Develop and implement proactive strategies to retain existing customers and minimize churn.
• Analyze customer data and feedback to identify at-risk customers and implement targeted interventions.
• Communicate regularly with customers through various channels to ensure satisfaction and address any emerging issues.
• Process customer requests for account changes, upgrades, or cancellations with efficiency and professionalism.
• Identify opportunities for upselling or cross-selling to existing clients based on their needs and usage patterns.
• Collaborate with marketing and sales teams to develop and execute retention campaigns and loyalty programs.

Requirements

• Proven experience in customer retention, account management, or customer success roles.
• Strong understanding of customer relationship management principles and churn reduction strategies.
• Excellent communication, negotiation, and persuasion skills.
• Proficiency in using CRM software and customer analytics tools.
• Ability to analyze data and translate insights into actionable retention plans.
• A proactive, solutions-oriented mindset.

Benefits

• Competitive salary and performance-based commission structure.
• Full suite of health benefits, including medical and dental coverage.
• Generous paid time off and company holidays.
• Opportunities for professional development in sales and customer relationship management.
• Flexible remote working arrangements.