About Company
At Career.zycto, we believe in fostering lasting relationships – not just with our clients, but with our team. For a Customer Retention Agent, this means an environment where your dedication to client success is truly valued and empowered. We’re a dynamic, forward-thinking recruitment firm connecting top talent with innovative companies across diverse sectors. Here, your analytical prowess and empathetic communication skills will find their true purpose, helping businesses thrive by minimizing churn and maximizing loyalty. Join a culture that celebrates initiative, offers continuous growth, and champions your professional journey.
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Job Description
Are you passionate about building lasting relationships and transforming customer challenges into opportunities for loyalty? Career.zycto is seeking a highly motivated and empathetic Customer Retention Agent to join our remote team, specializing in safeguarding client relationships for our diverse portfolio of businesses. In this critical role, you will be the proactive voice of our clients’ success, engaging with customers who are at risk of churning or expressing dissatisfaction. Your primary mission will be to understand their needs, address concerns, and present tailored solutions that reinforce their value and commitment. This isn’t just about problem-solving; it’s about strategic thinking, persuasive communication, and a genuine desire to ensure every customer feels heard, valued, and ultimately chooses to stay. You will operate within a dynamic environment, leveraging advanced CRM tools and analytics to identify at-risk accounts, personalize outreach strategies, and monitor the effectiveness of your retention efforts. Success in this role demands a blend of compassion, resilience, and a keen business acumen to identify root causes of churn and provide actionable insights back to our client teams. If you thrive on making a tangible impact, enjoy the flexibility of working from home, and are driven by exceeding retention targets, we invite you to connect with us. This is an exceptional opportunity to contribute directly to the sustained growth of various companies, all while developing your expertise in a supportive, performance-driven remote setting.
Key Responsibilities
- Proactively engage with customers expressing intent to cancel or downgrade services, aiming for retention.
- Listen actively to customer concerns, identify root causes of dissatisfaction, and empathize with their situation.
- Develop and present customized solutions or alternatives to retain customers, highlighting the value proposition.
- Negotiate terms and conditions when necessary, ensuring mutual benefit for both the customer and the client company.
- Accurately document all customer interactions, feedback, and retention outcomes in CRM systems.
- Collaborate with sales, support, and product teams to address recurring issues and improve customer experience.
- Monitor customer satisfaction and churn metrics, providing regular reports and insights to management.
- Stay informed about product updates, service changes, and competitor offerings to effectively address customer inquiries.
- Achieve individual and team retention targets and key performance indicators (KPIs).
- Participate in ongoing training and development to enhance retention skills and product knowledge.
Required Skills
- Proven experience (1+ years) in customer retention, sales, or customer service roles.
- Exceptional verbal and written communication skills with a persuasive and empathetic approach.
- Strong negotiation and conflict resolution abilities.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer service platforms.
- Excellent active listening skills and ability to quickly understand customer needs.
- High level of emotional intelligence and resilience in challenging situations.
- Self-motivated, organized, and capable of working independently in a remote environment.
- Analytical mindset with the ability to identify trends and propose solutions.
- Solid understanding of customer lifecycle management.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Experience working remotely in a customer-facing role.
- Familiarity with churn prediction models or customer success strategies.
- Bilingual proficiency (e.g., Spanish, Mandarin) is a significant plus.
- Experience in the SaaS, tech, or telecommunications industry.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and flexible holiday schedule.
- 401(k) matching program.
- Work-from-home stipend for home office setup (internet, utilities).
- Opportunities for professional development and career advancement.
- Supportive remote team environment and virtual social events.
- Employee assistance program.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your experience in customer retention and your ability to thrive in a remote work setting.
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