Latest Recruitment at SunCulture Kenya Ltd

About the role:

As a Customer Retention Representative, you will play a pivotal role in proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty to our brand. This role holder will hold a combination of excellent communication skills, a deep understanding of our products/services, and the ability to empathize with customers to retain their business.

Key Responsibilities:

• Conduct outbound calls to assess customer satisfaction and address concerns.
• Establish and maintain positive customer relationships by actively listening to customer needs
• Inform customers about new products, features, and promotions.
• Investigate and resolve customer complaints efficiently.
• Collaborate with departments to ensure prompt resolution of customer concerns.
• Document all customer interactions and resolutions accurately in the CRM system.
• Implement retention strategies to reduce churn and enhance loyalty.
• Proactively identify at-risk customers and provide personalized solutions.
• Stay updated on product knowledge and provide relevant training to customers.
• Gather customer feedback to identify areas for improvement.
• Share insights with relevant teams to enhance products and services.
• Meet and exceed monthly retention targets and KPIs.
• Provide regular reports on customer interactions, feedback, and retention outcomes.

Qualifications:

• Minimum of a Diploma or any other relevant education
• Demonstrated proficiency in outbound customer retention, customer service or sales
• Exceptional verbal and written communication skills 
• Strong problem-solving capabilities and adeptness in conflict resolution.
• Ability to work both independently and collaboratively within a team to achieve common goals.
• Proficient utilization of CRM software and relevant tools
• Exhibits adaptability and thrives in dynamic, fast-paced environments 

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About the role:

The Customer Retention Supervisor is a key member of our customer service department. The role holder will be responsible for leading a team of outbound retention specialists to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

Key Responsibilities:

• Lead and motivate an outbound retention team to achieve performance objectives and key results.
• Provide continuous coaching, training, and feedback to enhance team members' skills and performance.
• Foster a positive and collaborative team environment to encourage innovation and continuous improvement.
• Develop and implement outbound customer retention strategies aligned with business goals.
• Analyze customer data to identify areas for improvement and implement targeted retention initiatives.
• Monitor and evaluate outbound calls to ensure adherence to established scripts and procedures.
• Conduct regular quality assessments and provide constructive feedback to enhance performance.
• Utilize data analytics tools to track retention metrics, generate reports, and provide insights for informed decision-making.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• Demonstrated success in a supervisory role within customer retention or outbound calling.
• Profound grasp of customer retention strategies and best practices.
• Outstanding leadership and interpersonal abilities.
• Exceptional communication and negotiation skills.
• Proficiency in CRM software and relevant tools.
• Results-oriented mindset with a track record of exceeding targets.
• Adaptable problem-solver with a customer-centric approach, thriving in dynamic environments.