Customer Service Representative
1 week ago
Skills:
Experience:
- 1-3 years of experience in customer service, account management, or sales, with a focus on customer retention or loyalty programs. Experience in B2C or B2B industries is a plus.
Key Responsibilities:
- Customer Outreach & Engagement:
Regularly reach out to existing customers via phone, email, or chat to build relationships, address concerns, and provide information on loyalty perks, new products, or services.
- Retention Strategy Implementation:
Execute and support customer retention initiatives, including follow-up campaigns, personalized offers, loyalty programs, and targeted promotions to reduce churn.
- Troubleshooting & Problem Solving:
Assist customers with any product or service issues they may encounter, providing timely and effective solutions. Ensure all issues are addressed in a way that enhances the customer experience.
- Feedback Collection & Analysis:
Gather customer feedback through surveys, calls, and interactions to identify trends and pain points. Use this information to improve retention strategies and enhance service delivery.
- Membership & Loyalty Program Promotion:
Actively promote and explain the benefits of membership or loyalty programs to existing customers. Encourage them to take full advantage of their benefits, and educate them about new offers.
- Account Review & Monitoring:
Monitor customer activity and engagement, identifying at-risk accounts and proactively reaching out to prevent cancellations. Manage accounts with high churn risk and develop customized retention plans.
- Data Entry & Reporting:
Maintain detailed records of customer interactions, retention efforts, and outcomes in the CRM system. Regularly report on retention KPIs, including churn rates, customer satisfaction, and loyalty program participation.
- Cross-Department Collaboration:
Collaborate with sales, marketing, and customer service teams to ensure a seamless and unified approach to customer retention efforts. Share customer insights and feedback to help refine marketing and sales strategies.
Qualifications:
*
- Excellent communication skills, both written and verbal
- Strong problem-solving and troubleshooting abilities
- High level of empathy and customer service orientation
- Ability to handle difficult situations with professionalism and care
- Strong analytical skills and experience working with customer data
- Ability to build rapport with customers and personalize interactions
Personal Attributes:
- Highly organized with great attention to detail
- Goal-oriented with a passion for customer success
- Self-motivated, proactive, and able to work independently
- Team player who collaborates effectively with cross-functional teams
- Positive, customer-first attitude
Job Type: Full-time
Pay: Php20, Php23,000.00 per month
Application Question(s):
- Are you currently employed?
- How soon can you start ?
Education:
- Bachelor's (Required)
Experience:
- Customer service: 2 years (Required)
Work Location: In person
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