Job Overview
We are seeking a motivated and empathetic Customer Retention Specialist to proactively engage with at-risk customers and implement strategies to reduce churn. This fully remote role is perfect for someone who is great at building rapport and finding solutions that keep clients satisfied.
Key Responsibilities
Identify at-risk customers through data and proactively reach out to address concerns
Handle cancellation requests and apply retention strategies to save accounts
Build and maintain strong relationships with existing customers to drive loyalty
Conduct regular check-in calls and satisfaction surveys
Collaborate with sales and support teams to resolve escalated client issues
Track retention metrics and report on outcomes weekly
Develop and maintain knowledge of products and services to offer relevant solutions
Qualifications and Experience
2+ years of experience in customer retention, customer success, or account management
Strong interpersonal skills and ability to handle difficult conversations diplomatically
Excellent verbal and written communication skills
Experience with CRM platforms and customer data tools
Analytical mindset with the ability to identify trends in customer behaviour
Self-motivated and results-focused in a remote environment
Empathetic, patient, and solution-oriented approach
Relevant degree or diploma in Business, Marketing, or Communications preferred
Salary: R22,000/month | 100% Remote