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Customer Retention Specialist
1-4 years
Jalandhar, Ludhiana, Patiala + 1 more
1 vacancy
Customer Retention Specialist
SolutionInn
posted 2mon ago
Job Role Insights
Key skills for the job
Job Description
- Initiate conversations with customers who have left the website or abandoned their shopping cart to understand the underlying reasons.
- Reach out to members who have canceled their memberships to gather feedback and attempt to resolve their issues.
- Respond to inquiries and complaints, ensuring timely and effective resolutions.
- Develop and implement customer retention strategies to reduce churn and increase customer loyalty.
- Work closely with the sales and marketing teams to design targeted campaigns for retaining high-value customers.
- Offer personalized solutions, discounts, or incentives to encourage customers to stay or complete their purchases.
- Conduct surveys, interviews, or feedback sessions with customers to identify pain points and reasons for dissatisfaction.
- Analyze customer behavior and abandonment patterns at various stages of the buyer journey, such as the checkout page.
- Compile reports and actionable insights from customer feedback to assist in improving products and services.
- Reach out to customers who have abandoned their cart or left during checkout and provide assistance to complete their purchase.
- Identify opportunities to re-engage inactive or canceled customers through tailored communication and offers.
- Collaborate with product, marketing, and support teams to address systemic issues that lead to customer churn.
- Share insights with cross-functional teams to improve the overall customer journey and user experience.
- Customer-centric mindset with problem-solving abilities.
- Strong organizational skills to manage customer feedback and retention strategies.
- Ability to work cross-functionally and collaborate with teams to resolve customer issues.
- Data-driven decision-making.
- Bachelor s degree in Business Administration, Marketing, Communication, or a related field.
- Proven experience in customer service, account management, or customer success.
- Strong analytical skills with the ability to identify trends and patterns in customer feedback.
- Excellent communication and interpersonal skills.
- Ability to empathize with customers and provide creative solutions to their problems.
- Knowledge of CRM systems and customer retention tools is a plus.
- Experience in e-commerce or membership-based businesses is an advantage
Employment Type: Full Time, Permanent
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