Customer Retention Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Engage with customers who have initiated cancellation requests to understand their motivations.

• Provide appropriate alternatives, adjustments, or solutions to encourage account retention.

• Monitor and follow up on accounts identified as at-risk by the broader team.

• Accurately document outcomes and reasons for cancellations in the CRM system.

• Communicate recurring trends and insights with the account and product teams.

• Achieve monthly goals for retention and call quality.

⛳️ Requirements

• Minimum of two years' experience in customer service, retention, or account management.

• Proficient spoken and written English with a clear and neutral tone.

• Experience with CRM platforms such as HubSpot, Zoho, or Salesforce.

• Ability to handle objections effectively without being overly aggressive.

• A quiet home office environment, a dependable computer, and stable fibre or LTE internet connection.

• Availability from 09:00 to 17:00 UK time (11:00 to 19:00 SAST).

🏝️ Benefits

• Fully remote — work from any location within South Africa.

• UK working hours allowing for free evenings.

• Paid public holidays in the UK and annual leave.

• Long-term opportunity with a stable employer based in the UK.