Customer Experience Specialist

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Customer Retention Role

We are seeking a proactive and customer-focused individual to help improve customer satisfaction, reduce churn, and enhance overall user experience.

The ideal candidate will engage with customers to understand their concerns, analyze reasons for website abandonment, handle membership cancellations, and implement strategies to retain customers. This role plays a crucial part in enhancing customer relationships and optimizing business growth.

Key Responsibilities:
  • Proactive Customer Engagement: Initiate conversations with customers who have left the website or abandoned their shopping cart to understand the underlying reasons.
  • Customer Feedback Collection: Reach out to members who have canceled their memberships to gather feedback and attempt to resolve their issues.
  • Timely Resolutions: Respond to inquiries and complaints, ensuring timely and effective resolutions.
  • Strategic Retention Planning: Develop and implement customer retention strategies to reduce churn and increase customer loyalty.
  • Collaborative Efforts: Work closely with the sales and marketing teams to design targeted campaigns for retaining high-value customers.
  • Promotional Offers: Offer personalized solutions, discounts, or incentives to encourage customers to stay or complete their purchases.
  • Pain Point Identification: Conduct surveys, interviews, or feedback sessions with customers to identify pain points and reasons for dissatisfaction.
  • Behavioral Analysis: Analyze customer behavior and abandonment patterns at various stages of the buyer journey, such as the checkout page.
  • Report Generation: Compile reports and actionable insights from customer feedback to assist in improving products and services.
  • Achieving Completeness: Reach out to customers who have abandoned their cart or left during checkout and provide assistance to complete their purchase.
  • Re-Engagement Strategies: Identify opportunities to re-engage inactive or canceled customers through tailored communication and offers.
  • Systemic Issue Resolution: Collaborate with product, marketing, and support teams to address systemic issues that lead to customer churn.
Required Skills and Qualifications:
  • Customer-Centric Mindset: A customer-centric mindset with problem-solving abilities.
  • Organizational Skills: Strong organizational skills to manage customer feedback and retention strategies.
  • Cross-Functional Collaboration: Ability to work cross-functionally and collaborate with teams to resolve customer issues.
Benefits:
  • Competitive Salary: Market-competitive base salary with performance-based incentives.
  • Opportunities for Growth: Opportunities for career growth, mentorship, and attending industry conferences or workshops.
  • Benefits Package: Free lunch and grocery allowance.
Working Hours:

10AM - 7PM

We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, or genetics.

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