Customer Retention Specialist

Description
Salary: R29 000 – R32 000 per month

• Remote Recruitment is hiring a Customer Retention Specialist for a UK-based employer, fully remote from South Africa. You'll own keeping UK customers happy, renewed and on board.

Role overview

• When a customer is thinking of leaving, you are the person who picks up the phone. You will listen, understand what went wrong and offer a fair solution. You will also run win-back campaigns and share what you learn so the business can fix the causes of churn. You will work UK hours, 09:00–17:00 UK (11:00–19:00 SAST), Monday to Friday.
• You will join the client's existing team from day one, with a named manager in the UK, regular check-ins over video call and clear goals so you always know how you are doing.

Key responsibilities

• Contact customers who are at risk of leaving or have cancelled
• Understand their reasons and offer the right solution
• Run win-back and renewal campaigns
• Track churn reasons and share insights with the team
• Keep accurate notes in the CRM

What you'll need

• 1 to 2 years in customer retention, customer success or account management
• A track record against retention or save-rate targets
• Experience with a CRM such as HubSpot, Salesforce or Zendesk
• Confident phone manner and clear written English
• Reliable home internet and a quiet workspace

Nice to have

• Subscription or SaaS experience
• Experience with UK customers