About Company
Forging lasting client relationships and championing customer loyalty is at the core of our mission at Career.zycto. We are a dynamic, forward-thinking organization dedicated to innovation and exceptional service delivery. As a Customer Retention Specialist, you’ll thrive in our environment where your ability to understand customer needs, proactively resolve challenges, and build trust is not just valued, but essential to our shared success. We empower our team members with the flexibility and resources needed to excel, fostering a culture of autonomy and impact.
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Job Description
Are you a proactive, empathetic communicator with a talent for building lasting relationships? Career.zycto is seeking a dedicated Customer Retention Specialist to join our growing team in Cataraqui North, Kingston. In this pivotal role, you will be the cornerstone of our efforts to nurture client loyalty and ensure customer satisfaction. We are looking for someone who doesn’t just react to issues but anticipates needs, identifies potential churn risks, and proactively implements strategies to enhance the customer journey.
This isn’t a typical call center role; it’s an opportunity to make a tangible impact by advocating for our customers and driving continuous improvement. You’ll engage with our diverse client base through multiple channels, providing personalized support, resolving complex issues, and transforming challenges into opportunities for growth. Your day will involve analyzing customer data to identify trends, developing customized retention programs, and collaborating closely with our sales, support, and product development teams to champion customer feedback.
We understand that life happens, which is why we offer flexible hours to help you achieve a healthy work-life balance. This role empowers you to manage your schedule within a hybrid work model, blending productive in-office collaboration with the convenience of remote work. If you’re passionate about customer success, possess strong analytical skills, and are driven to create exceptional customer experiences that foster long-term relationships, we encourage you to apply. Join Career.zycto and become a vital part of a team that truly values its customers and its people.
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Key Responsibilities
- Develop and implement customer retention strategies to minimize churn and maximize customer lifetime value.
- Proactively identify at-risk customers through data analysis and direct engagement, intervening with targeted solutions.
- Build and maintain strong, trust-based relationships with a diverse portfolio of clients.
- Act as a primary point of contact for resolving complex customer inquiries and complaints, ensuring satisfactory outcomes.
- Gather and analyze customer feedback to identify areas for product/service improvement and communicate insights to relevant internal teams.
- Collaborate with sales, marketing, and product development departments to align retention efforts with broader business goals.
- Educate customers on product features, best practices, and value propositions to ensure full utilization and satisfaction.
- Monitor customer health scores and engagement metrics, reporting on key performance indicators (KPIs).
- Develop and deliver personalized retention programs and offers based on individual customer needs and behavior.
Required Skills
- Minimum of 3 years of experience in customer success, account management, or a customer retention-focused role.
- Proven track record of successfully retaining customers and reducing churn.
- Exceptional interpersonal, communication (written and verbal), and negotiation skills.
- Strong analytical skills with the ability to interpret data and identify actionable insights.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer service platforms.
- Ability to work autonomously and manage a flexible schedule effectively.
- Problem-solving aptitude with a customer-centric approach.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Experience in a fast-paced, technology-driven environment.
- Familiarity with various customer feedback tools and methodologies.
- Certification in Customer Success Management or related disciplines.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible working hours and hybrid work model.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- Collaborative and supportive team environment.
- Employee wellness programs.
- Modern office space with amenities in Cataraqui North.
How to Apply
Ready to make a difference in customer loyalty? We invite you to apply by clicking on the application link below. Please ensure your resume highlights your experience in customer retention and relationship management. We look forward to reviewing your application!
