Strategic Client Recovery & Retention Specialist

AI Acquisition; South Africa; On-site; ZAR 350,000 - 600,000; Full time

Job summary

AI Acquisition is seeking a Client Relationship & Retention Specialist to own at-risk customer cases, engage customers by phone, and diagnose root causes to restore confidence and move forward. This role involves coordinating with multiple internal teams and maintaining ownership of the relationship through resolution.

You will review the full customer journey, identify blockers, and guide conversations toward constructive next steps without pressure or promises, balancing customer experience

Qualifications

• Experience in consultative or high-ticket sales/closing.
• Strong conversational influence and call control, with ability to lead a customer toward a constructive next step.
• Ability to build rapport with frustrated or skeptical customers.
• Excellent listening and problem-solving skills to identify root causes.

Responsibilities

• Take ownership of at-risk customer cases involving dissatisfaction, disengagement, or loss of confidence.
• Review the customer's journey before contact to understand history and context.
• Speak with customers by phone and build trust, even when emotions are high.
• Coordinate with internal teams (Onboarding, Tech, Delivery, Sales, Finance) as needed.

Skills

Consultative selling

Customer retention

Relationship building

Empathy & problem-solving

Strong communication

Job description

AI Acquisition is seeking a Client Relationship & Retention Specialist to own at-risk customer cases, engage customers by phone, and diagnose root causes to restore confidence and move forward. This role involves coordinating with multiple internal teams and maintaining ownership of the relationship through resolution.

You will review the full customer journey, identify blockers, and guide conversations toward constructive next steps without pressure or promises, balancing customer experience