Customer Retention Specialist

Job Overview

We are seeking a motivated and empathetic Customer Retention Specialist to proactively engage with at-risk customers and implement strategies to reduce churn. This fully remote role is perfect for someone who is great at building rapport and finding solutions that keep clients satisfied.

Key Responsibilities

• Identify at-risk customers through data and proactively reach out to address concerns
• Handle cancellation requests and apply retention strategies to save accounts
• Build and maintain strong relationships with existing customers to drive loyalty
• Conduct regular check-in calls and satisfaction surveys
• Collaborate with sales and support teams to resolve escalated client issues
• Track retention metrics and report on outcomes weekly
• Develop and maintain knowledge of products and services to offer relevant solutions

Qualifications and Experience

• 2+ years of experience in customer retention, customer success, or account management
• Strong interpersonal skills and ability to handle difficult conversations diplomatically
• Excellent verbal and written communication skills
• Experience with CRM platforms and customer data tools
• Analytical mindset with the ability to identify trends in customer behaviour
• Self-motivated and results-focused in a remote environment
• Empathetic, patient, and solution-oriented approach
• Relevant degree or diploma in Business, Marketing, or Communications preferred

Salary: R22,000/month | 100% Remote