Job Description

• Engage proactively with existing customers to understand their needs and address concerns to ensure satisfaction and loyalty.
• Identify at-risk customers and implement tailored retention strategies to minimize churn.
• Communicate effectively in English (B1+ level) to resolve customer issues and provide solutions in a timely manner.
• Collaborate with cross-functional teams to escalate and resolve complex customer inquiries.
• Document customer interactions and feedback accurately in the CRM system.
• Analyze customer data and trends to recommend improvements to retention processes.
• Educate customers about new products, services, and promotions to enhance their experience.
• Follow up with customers post-resolution to ensure continued satisfaction.
• Meet or exceed individual and team retention targets and KPIs.
• Participate in ongoing training and development sessions to stay updated on company offerings and best practices.

Job Requirements

• Fluency in English at a minimum B1+ level, with strong verbal and written communication skills.
• Proven experience in customer service, retention, or a related advisory role.
• Ability to work full-time, under a flexible or unlimited contract, and on-site as required.
• Excellent interpersonal and negotiation skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle challenging situations with empathy and professionalism.
• Familiarity with CRM systems and customer management tools.
• Results-driven mindset with a focus on achieving retention targets.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Willingness to participate in ongoing training and adapt to new processes.

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