Customer Retentions & Growth Agent

Your role:

You'll be reaching out to clients coming close to their contract end dates, negotiating renewal plans, implementing killer retention strategies, and analysing current growth tactics to help boost our services through innovative proposals.

What You'll Be Doing:

• Negotiating: Negotiating impactful renewal plans to keep our clients onboard and engaged.
• Strategist Extraordinaire: Developing and executing retention strategies that work.
• Growth Analyser: Dive deep into current services and products, find what works for our merchants, and amplify it.
• Solution Proposer: Come up with new, game-changing solutions for existing clients.
• Data Guru: Generate reports that provide real insights into customer behaviour.

You'll be handling phone calls and emails from customers looking to cancel or renew, managing your workload, and keeping meticulous records of all interactions. Plus, you'll play a key role in process improvement initiatives that take our retention efforts to the next level.

Requirements

The Ideal Candidate Will Have:

• A successful track record in customer success, preferably in retention, sales or relationship support.
• Experience in handling both outbound and inbound emails & Phone calls.
• Proven ability to deliver top-notch customer service and maximise retention opportunities.
• A strong commitment to doing right by both the business and our customers.
• The ability to remain calm under pressure and adapt to changing circumstances.
• Proficiency in Microsoft Excel and Word, and overall tech-savviness.

A target-driven mindset with persuasive, tenacious, and strong negotiation skills.