Customer Retention Professional

5 days ago


Lahore, Punjab, Pakistan SolutionInn Full time
Customer Retention Professional

SolutionInn is seeking a proactive and customer-focused professional to 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.

Key Responsibilities:
  • Conversational Outreach: Initiate conversations with customers who have left the website or abandoned their shopping cart to understand the underlying reasons.
  • Membership Cancellation Resolution: Reach out to members who have canceled their memberships to gather feedback and attempt to resolve their issues.
  • Timely Resolution: Respond to inquiries and complaints in a timely and effective manner.
  • Customer Retention Strategies: Develop and implement customer retention strategies to reduce churn and increase customer loyalty.
  • Collaboration: Work closely with sales and marketing teams to design targeted campaigns for retaining high-value customers.
  • Personalized Solutions: Offer personalized solutions, discounts, or incentives to encourage customers to stay or complete their purchases.
  • Customer Insights: Conduct surveys, interviews, or feedback sessions with customers to identify pain points and reasons for dissatisfaction.
  • Behavior Analysis: Analyze customer behavior and abandonment patterns at various stages of the buyer journey.
  • Insight Sharing: Compile reports and actionable insights from customer feedback to assist in improving products and services.
  • Purchase Completion: Assist customers who have abandoned their cart or left during checkout to complete their purchase.
  • Inactive Customer Re-Engagement: Identify opportunities to re-engage inactive or canceled customers through tailored communication and offers.
Requirements:
  • Candidate Profile: 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.


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