Customer Retention - Non Voice

Role Summary: We are seeking a motivated and detail-oriented Customer Retention Specialist for our non-voice operations. This role is crucial in ensuring customer satisfaction and loyalty by proactively addressing concerns and implementing strategies to retain our existing customer base in the power sector. You will be responsible for analyzing customer data, identifying at-risk customers, and developing/executing retention initiatives through digital channels.

Key Responsibilities:

• Analyze customer data and usage patterns to identify potential churn risks.
• Develop and implement proactive customer outreach strategies via email, chat, and in-app messaging.
• Respond to customer inquiries and resolve issues efficiently through written communication channels.
• Collaborate with the sales and support teams to create seamless customer experiences.
• Track and report on key customer retention metrics (e.g., churn rate, customer lifetime value).
• Gather customer feedback and provide insights to improve products and services.
• Maintain accurate customer records and documentation.