Position:Customer Retention Representative
Reporting to:Customer Retention Supervisor
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
Interested?
Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.
Please Note:
SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.