Senior Customer Service Representative

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