Retention Specialist, English, Punjabi

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

📋 Description

• Oversee customer relationships by fostering enduring connections and tracking customer adoption and satisfaction through proactive outreach.

• Work in tandem with team members to reduce churn, enhance retention rates, and strengthen brand loyalty.

• Resolve issues; promptly address customer concerns, complaints, and dissatisfaction; collaborate with relevant departments to identify and follow up on solutions.

• Recognize at-risk customers and create and implement retention strategies.

• Gather customer feedback to provide valuable insights for product owners and the marketing team to improve services.

• Monitor assigned personal and termination emails, addressing requests in a timely manner.

• Record customer interactions, feedback, and resolutions in the CRM; regularly report on retention initiatives and results.

• Discover opportunities for upselling or cross-selling and share information about complementary offers and/or new products.

• Maintain a comprehensive understanding of products, services, and value propositions to effectively educate customers.

⛳️ Requirements

• Strong sales skills.

• 1-3 years of experience in SaaS and B2B settings.

• Excellent proficiency in English and Punjabi, both written and verbal communication skills.

• 1-3 years of demonstrated experience in customer retention.

• Bachelor’s Degree in relevant fields such as business, marketing, or customer service.

• Previous experience in the US trucking industry is advantageous.

• Active listening abilities.

• Strong time management skills.

• Exceptional communication skills.

• Ability to persuade effectively.

• Compassionate approach.

• Critical thinking and problem-solving capabilities.

• Good organizational skills.

• Attention to detail.

• Patience and resilience.

• Willingness to exceed expectations.

• Data-driven mindset.

• Ethical conduct.

• Collaborative spirit.

• Cultural sensitivity.

• Adaptability to change.

🏝️ Benefits

• Monthly Mental Break Day.

• Paid Time Off.

• Flexible work environment (work from home or any location).

• Parental leave.