Junior Customer Retention - Voice / Blended - Clinical Research / Contract Research

Role Summary:
We are seeking a motivated and detail-oriented Junior Customer Retention Specialist to join our growing team. This role is crucial in maintaining and enhancing relationships with our existing clients in the clinical research sector. You will be responsible for proactive communication, addressing client needs, and ensuring high levels of satisfaction and retention. This is an excellent opportunity for an individual with an M.Sc degree and 0-2 years of experience looking to build a career in the dynamic clinical research industry.

Key Responsibilities:
- Proactively engage with existing clients via voice and blended communication channels to understand their needs and concerns.
- Address client inquiries, issues, and escalations promptly and effectively, ensuring a positive resolution.
- Build and maintain strong, long-lasting client relationships by providing exceptional service and support.
- Identify opportunities to upsell or cross-sell services based on client needs and company offerings.
- Gather client feedback and insights to contribute to service improvement strategies.
- Collaborate with internal teams (e.g., project management, scientific affairs) to ensure seamless client experience.
- Track and report on client retention metrics and key performance indicators.
- Maintain accurate and up-to-date client records in the CRM system.
- Stay informed about industry trends and company services to provide informed guidance to clients.