Position: Customer Retention Representative Reporting to: HOD Customer Service Location: Nairobi Role type: Full-Time About SunCulture: Founded in 2012, SunCulture's Vision is to build a world where people take control of their environment in rewarding and sustainable ways.
SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households.
We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World's Most Innovative Companies in 2021.
Here is a good explainer video recently made by CNBC.
Over the last 5 years the company has grown significantly and now employs 400+ people around the world.
About the role: As a Customer Retention Representative, you will play a pivotal role in proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty to our brand.
This role holder will hold a combination of excellent communication skills, a deep understanding of our products/services, and the ability to empathize with customers to retain their business. Key Responsibilities: ? Conduct outbound calls to assess customer satisfaction and address concerns. ? Establish and maintain positive customer relationships by actively listening to customer needs ? Inform customers about new products, features, and promotions. ? Investigate and resolve customer complaints efficiently.
? Collaborate with departments to ensure prompt resolution of customer concerns. ? Document all customer interactions and resolutions accurately in the CRM system. ? Implement retention strategies to reduce churn and enhance loyalty. ? Proactively identify at-risk customers and provide personalized solutions. ? Stay updated on product knowledge and provide relevant training to customers. ? Gather customer feedback to identify areas for improvement. ? Share insights with relevant teams to enhance products and services. ? Meet and exceed monthly retention targets and KPIs. ? Provide regular reports on customer interactions, feedback, and retention outcomes.
Qualifications: ? Minimum of a Diploma or any other relevant education ? Demonstrated proficiency of 2 + years in outbound customer retention, customer service or sales ? Exceptional verbal and written communication skills ? Strong problem-solving capabilities and adeptness in conflict resolution. ? Ability to work both independently and collaboratively within a team to achieve common goals. ? Proficient utilization of CRM software and relevant tools ? Exhibits adaptability and thrives in dynamic, fast-paced environments
