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
