Closing: Oct 3, 2023
2 days remainingPublished: Sep 12, 2023 (19 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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What we’re looking for:
- We are looking for a Retention Associate to join our Customer Success Team.
- You will use active listening skills to understand customer concerns and work to provide them with solutions. I
- n this proactive support role, we expect you to be able to get in front of issues as soon as possible and give us feedback on how to improve client retention.
- If you are a good fit for this role, you must have experience in customer support and issue resolution. We will provide training on the products and/or services we offer so you can educate customers on the true value of our company.
- This role reports directly to the Head of Growth.
Requirements
Education:
- Whilst it would be great for you to have a Bachelor's/Master’s degree in Business Administration or any social Sciences discipline from an accredited university, we place a higher value on significant work experience in the workforce and relevant certification courses to compensate where there is no qualification.
Skills/Requirements:
- Minimum of 5 years experience in a similar role.
- Integrity, strength of character.
- Strong attention to detail
- Passion for excellence and a constant desire to learn.
- Emotional Intelligence, highly organized and unflappable under pressure.
- Leadership, people management and problem solving skills.
- Effective Communication: People, Verbal and Written skills.
- Experience in customer support or issue resolution
- Computer proficiency
- Empathy.
- Self-control.
- Professionalism.
- Authenticity.
- Acting ability.
- Persuasion.
- Friendliness.
Responsibilities
What we’re looking for:
- We are looking for a Retention Associate to join our Customer Success Team.
- You will use active listening skills to understand customer concerns and work to provide them with solutions. I
- n this proactive support role, we expect you to be able to get in front of issues as soon as possible and give us feedback on how to improve client retention.
- If you are a good fit for this role, you must have experience in customer support and issue resolution. We will provide training on the products and/or services we offer so you can educate customers on the true value of our company.
- This role reports directly to the Head of Growth.
Requirements
Education:
- Whilst it would be great for you to have a Bachelor's/Master’s degree in Business Administration or any social Sciences discipline from an accredited university, we place a higher value on significant work experience in the workforce and relevant certification courses to compensate where there is no qualification.
Skills/Requirements:
- Minimum of 5 years experience in a similar role.
- Integrity, strength of character.
- Strong attention to detail
- Passion for excellence and a constant desire to learn.
- Emotional Intelligence, highly organized and unflappable under pressure.
- Leadership, people management and problem solving skills.
- Effective Communication: People, Verbal and Written skills.
- Experience in customer support or issue resolution
- Computer proficiency
- Empathy.
- Self-control.
- Professionalism.
- Authenticity.
- Acting ability.
- Persuasion.
- Friendliness.
- Develop & implement new strategies to increase customer retention/engagement
- Coordinate with customer success agents to perform weekly business spotlight activities.
- Manage all conversational channels and respond to all messages from customers.
- Conduct NPS survey on a monthly basis and implement feedback where necessary
- Develop & execute strategies aimed at continuous training of new and existing customers regarding the use of our product and services.
- Liaise with customer success agents to assist merchants with product upload.
- Ensure a high level of customer satisfaction through proactive support and active listening.
- Any other duties as may be assigned
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