Client Retention Specialist - Freelancing Team at Nathan Digital

Position Overview: Nathan Digital is actively looking for skilled individuals with extensive customer service and retention background to join our Freelancing Team as a Retention Specialist in Nairobi, Kenya. As a member of the Retention Team, you will play a pivotal role in maintaining and enhancing client relationships to ensure long-term satisfaction and loyalty. Your primary responsibility will be to engage with existing clients, understand their needs and concerns, and proactively address any issues to prevent churn. This role provides an excellent opportunity for growth in the customer retention sector and allows you to make valuable contributions to the continued success of our dynamic team.

Key Responsibilities:

• Conduct Retention Outreach: Engage in proactive outreach to existing clients through various channels such as phone calls, emails, and messaging platforms to address their concerns and ensure their continued satisfaction.
• Resolve Customer Issues: Act as a first point of contact for clients experiencing issues or seeking assistance, providing timely and effective resolution to ensure a positive customer experience and foster client loyalty.
• Build Client Relationships: Develop and nurture strong relationships with clients by understanding their needs, preferences, and concerns, and offering personalized support and solutions to meet their requirements.
• Renewal Management: Manage the renewal process for existing clients, including negotiating contract terms, discussing renewal options, and facilitating the renewal agreement to ensure a seamless transition and continued partnership.
• Proactive Client Engagement: Proactively reach out to clients to offer value-added services, product upgrades, or special promotions, thereby increasing client engagement and retention.
• Client Feedback Collection: Gather feedback from clients regarding their experiences, preferences, and suggestions for improvement, and communicate this information internally to drive continuous enhancement of products and services.
• Collaborative Efforts: Collaborate closely with cross-functional teams such as Renewals, Sales, Accounts, Support and Product Development to align retention strategies with overall business objectives and contribute to the company's growth and success.
• Stay Informed: Stay updated on industry trends, competitor activities, and best practices in customer retention to continuously enhance knowledge and skills and implement innovative retention strategies.

Qualifications:

• Prior experience in the Retention Industry, especially in positions involving sales, account management, or customer support, is preferred.
• Proficiency in technical skills and comprehension of services and solutions is highly valued.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive client relationships.
• Proven negotiation and problem-solving skills, with a track record of achieving renewal targets.
• Self-motivated and proactive, with the ability to work independently and manage time effectively.
• Familiarity with CRM software and proficiency in Microsoft Office Suite.
• Bachelor’s degree in Business Administration, or a related field is advantageous.