Duties & Responsibilities:

• Contact churned customers to understand their experience with our product and service.
• Contact customers who are at risk of leaving to understand their concerns.
• Pinpoint and Identify clear reasons & feedback behind customer’s churning to provide accurate and helpful insights.
• Provide solutions to customer issues and ensure their satisfaction.
• Develop and maintain strong relationships with customers.
• Follow up with customers to ensure their issues are resolved.
• Handle customer complaints and provide appropriate solutions.
• Maintain a positive and professional attitude with customers and colleagues.
• Meet or exceed retention targets set by the company.
• Participate in the development of customer satisfaction surveys
• Implement strategies to improve customer retention.
• Work closely with other departments to address and resolve customer problems.
• Create and maintain detailed records of customer interactions and outcomes.
• Monitor customer satisfaction and take proactive steps to improve it.
• Analyze customer feedback and identify trends.
• Provide regular reports on customer retention metrics
• Stay up-to-date with industry trends and best practices.
• Collaborate with the sales team and other teams to identify upsell opportunities.
• Assist in the development of customer retention programs.
• Ensure compliance with company policies and procedures.