Global

Senior Customer Service Representative

We are looking for a highly skilled and experienced Senior Retention Representative to join our dynamic team. In this role, you will be responsible for retaining and engaging our existing clients by understanding their needs, resolving their issues, and providing exceptional customer service. You will play a key role in reducing churn and increasing customer satisfaction and loyalty. You will be responsible for takeovers and aiding other customer representatives and present resolution steps to address customer concerns and issues.

RESPONSIBILITIES

  • Create and implement effective strategies to retain customers and reduce churn, leveraging data analytics and customer feedback
  • Proactively reach out to customers to understand their concerns and work to resolve issues promptly and effectively
  • Use customer data to identify trends, opportunities, and risks, and develop targeted retention campaigns to enhance customer loyalty
  • Work closely with other teams to address customer needs, provide feedback, and ensure a seamless customer experience
  • Track retention metrics, such as churn rate and customer lifetime value, to evaluate the effectiveness of retention efforts and make data-driven decisions
  • Deliver outstanding service and support to customers, reflecting a 60%+ weekly retention metric, building strong relationships and fostering trust and loyalty

QUALIFICATIONS

  • Excellent English communication with a C1 or C2 proficiency level and communication
  • Prior experience in customer retention, customer service, or a related field, preferably in a senior or lead role
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal teams
  • Problem-solving skills with a customer-centric approach to resolving issues
  • Experience with CRM software and customer retention tools is a plus

WHAT WE OFFER

  • A supportive and collaborative work environment
  • Comprehensive training to excel in your role
  • 3-month probationary period
  • 8 working hours per day based on U.S. time zone
  • HMO & PTO
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