Customer Retention Specialist

About the role

Remote Recruitment is hiring a Customer Retention Specialist for a UK-based employer, fully remote from South Africa. You'll own keeping UK customers happy, renewed and on board. You will also run win-back campaigns and share what you learn so the business can fix the causes of churn.

What you'll do

• Contact customers who are at risk of leaving or who have cancelled
• Understand their reasons and offer the right solution
• Run win-back and renewal campaigns
• Track churn reasons and share insights with the team
• Keep accurate notes in the CRM

What they're looking for

• 1 to 2 years in customer retention, customer success or account management
• A track record against retention or save-rate targets
• Experience with a CRM such as HubSpot, Salesforce or Zendesk
• Confident phone manner and clear written English
• Reliable home internet and a quiet workspace
• Nice to have: subscription or SaaS experience and experience with UK customers

For applicants in Nigeria

• The listing states 100% remote: work from home anywhere in South Africa; Nigeria is not specified. Confirm eligibility before interviewing.
• UK hours are 09:00 to 17:00 UK time (11:00 to 19:00 SAST); confirm timezone expectations for applicants in Nigeria.
• The listing does not state whether the role is contractor or employee for Nigeria; confirm during interview.
• Salary is R29 000 to R32 000 per month; the currency is South African Rand and the listing does not specify Nigeria payment arrangements.
• The listing does not state visa or work authorization notes for Nigeria; confirm if required.