Компания "Citi Fuel (ООО Staff Atlantic)"
We are looking for a proactive and customer-focused Customer Retention Specialist to oversee specific user segments and re-engage customers. This role is critical in driving customer satisfaction, reducing churn, and recovering deals. You will be responsible for monitoring key user groups, identifying patterns of disengagement, and taking action to retain customers and address their concerns.
Key Responsibilities:
- Customer Monitoring & Retention:
- Monitor user segments, including:
- Customers who activated the card but have never used it.
- Customers who used the card initially but stopped for a short period.
- Customers who left the company completely.
- Develop and implement strategies to re-engage these users and improve retention rates.
- Customer Insight & Analysis:
- Deeply understand the product offerings, customer pain points, and preferences.
- Conduct research and gather feedback to continuously identify opportunities for improving the customer experience and increasing product usage.
- Analyze customer behavior and provide actionable insights to the marketing and product teams to enhance service offerings.
- Issue Resolution:
- Handle high-priority customer complaints or "hot issues" by providing timely and effective solutions.
- Collaborate with internal teams (e.g., Customer Support, Sales, and Product) to resolve issues and improve customer satisfaction.
- Sales Continuation:
- Take over and close deals when the original sales agent is unavailable, ensuring a seamless transition and maintaining customer trust.
- Collaborate with the Sales team to assist in closing complex deals when required.
Skills & Qualifications:
- Experience:
- Proven experience in customer retention, customer success, or a similar role.
- Strong background in customer-facing roles with an ability to handle escalations and resolve issues effectively.
- Knowledge & Abilities:
- In-depth understanding of the product or a willingness to learn and adapt quickly.
- Excellent research and analytical skills to identify trends and recommend solutions.
- Ability to work with CRM systems and customer support tools to track interactions and outcomes.
- Strong communication and negotiation skills to address client concerns and finalize deals.
- Problem Solving & Customer Focus:
- Ability to remain calm under pressure and handle difficult customer situations with empathy and professionalism.
- A natural problem-solver who can think critically to address customer concerns and offer creative solutions.
- Sales Continuity:
- Comfortable stepping in to complete sales when needed, ensuring customers feel supported through the process.
What We Offer:
- Work Schedule: 5/2 schedule from 18:00 to 02:00.
- Location: Office located in the city center.
- Employment: Official employment with all associated benefits.
- Vacation: Paid vacation and time off.
- Growth Opportunities: A dynamic work environment with opportunities for professional development.