Deskripsi Pekerjaan
Are you a relationship builder with a passion for customer success? We are looking for a dedicated Retention Staff to join our team in Jakarta Selatan. In this role, you will be at the forefront of our customer experience strategy, ensuring that our clients receive the best possible value from our services.
You will play a pivotal role in minimizing churn rates and proactively identifying opportunities to prevent service downgrades. Your day-to-day work will involve direct communication with our client base, understanding their pain points, and providing tailored solutions that reinforce their loyalty to our brand. If you are a proactive communicator, a natural problem solver, and data-driven in your approach to customer satisfaction, we want to hear from you.
We offer a dynamic working environment where your contributions directly impact our customer lifetime value and long-term business sustainability.
Tanggung Jawab
- Proactively monitor account health and usage patterns to identify clients at risk of churn.
- Maintain regular contact with existing customers to build rapport and ensure high satisfaction levels.
- Develop and implement personalized retention strategies to prevent service downgrades.
- Resolve customer complaints and inquiries with speed and professional empathy.
- Collaborate with the Sales and Marketing teams to identify upsell or cross-sell opportunities.
- Maintain accurate records of customer interactions and retention activities in the CRM system.
- Prepare regular reports on churn metrics and customer feedback to drive internal improvements.
Kualifikasi
- Minimum of 1-2 years of experience in customer service, account management, or customer retention roles.
- Strong interpersonal and communication skills in both Indonesian and English.
- Proven ability to handle challenging customer situations with patience and professionalism.
- Data-oriented mindset with proficiency in using CRM software and Microsoft Office/Google Workspace.
- Ability to work under pressure and meet monthly retention and churn reduction targets.
- Excellent negotiation skills and a persuasive, solution-focused attitude.
- Diploma or Bachelor's degree in Business, Communications, Marketing, or a related field.