Customer Retention Representative

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