Deskripsi Pekerjaan
Join Netciti Persada as a Customer Retention Officer and become a vital part of our customer experience team! In this dynamic role, you'll proactively engage with customers to ensure satisfaction, address concerns, and implement retention strategies that foster long-term loyalty. Your expertise will directly contribute to reducing churn rates while building meaningful relationships that enhance our brand reputation. Collaborate with cross-functional teams to develop tailored solutions, analyze customer feedback trends, and identify opportunities for service improvements. If you're passionate about turning challenges into opportunities and thrive in a fast-paced environment, this position offers the perfect platform to grow your career in customer relationship management.
Tanggung Jawab
- Handle customer inquiries and concerns via phone, email, and digital channels
- Develop personalized retention strategies to address specific customer needs
- Identify at-risk customers and implement proactive engagement plans
- Collaborate with sales and support teams to resolve complex issues
- Document interactions and maintain accurate customer records in CRM systems
- Analyze retention metrics and report improvement opportunities
- Contribute to training programs for enhanced customer service standards
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field (or equivalent experience)
- 2+ years in customer retention or call center roles
- Exceptional communication and conflict resolution skills
- Proficiency with CRM software (e.g., Salesforce, Zendesk)
- Strong analytical abilities with data-driven approach
- Fluency in Bahasa Indonesia; English proficiency preferred
- Ability to work in a target-driven environment