Customer Retention Specialist

Remote Recruitment; South Africa; Remote; ZAR 324,000 - 357,000; Full time

Job summary

Remote Recruitment is seeking a Customer Retention Specialist for a UK-based employer, fully remote from South Africa. You will contact at-risk customers, understand reasons for leaving, and offer actions to retain them.

This is a full-time, remote role working UK hours (09:00–17:00 UK time). You will use cloud-based tools, have a reliable laptop, stable fibre and strong English communication to meet retention targets. Experience with CRM platforms like HubSpot or Zendesk is preferred.

Qualifications

• Experience in customer retention, account support or customer service.
• Experience with a CRM or helpdesk such as HubSpot or Zendesk.
• Clear, persuasive spoken and written English.
• Comfort working to retention targets.
• A reliable laptop and stable fibre connection.

Responsibilities

• Contact customers at risk of cancelling.
• Handle cancellation requests with empathy and clear offers.
• Record cancellation reasons and share trends with the team.
• Run win-back and renewal follow-ups.
• Meet monthly retention and save-rate targets.

Skills

Customer retention experience

CRM or helpdesk experience

English proficiency

Target-driven

Remote work readiness

Tools

HubSpot

Zendesk

Gorgias

Intercom

Job description

Salary: R29000 – R32000 per month

Remote Recruitment is hiring a Customer Retention Specialist for a UK-based employer, fully remote from South Africa, owning keeping customers happy and reducing cancellations.

Role overview

You will protect the revenue a UK business has already won. You will reach out to at-risk customers, understand why they want to leave, and offer solutions that keep them.

Key responsibilities

• Contact customers at risk of cancelling
• Handle cancellation requests with empathy and clear offers
• Record cancellation reasons and share trends with the team
• Run win-back and renewal follow-ups
• Meet monthly retention and save-rate targets

What you'll need

• Experience in customer retention, account support or customer service
• Experience with a CRM or helpdesk such as HubSpot or Zendesk
• Clear, persuasive spoken and written English
• Comfort working to retention targets
• A reliable laptop and stable fibre connection

Nice to have

• Experience in subscription or e-commerce businesses
• Familiarity with a tool such as Gorgias or Intercom
• Experience reporting on churn

What's on offer

This is a full-time, 100% remote role working UK hours, 09:00–17:00 UK time (11:00–19:00 SAST). You will join a friendly UK team, receive clear onboarding and support, and work with a company that values reliability, communication and growth. We are looking for South African talent who want a stable remote career with a UK employer. Day to day you will use modern, cloud-based tools, so you can work from home with the equipment you already have. Our recruitment team supports every placement from application through to your first day, and we keep communication open so you always know where you stand throughout the hiring process.