job description
Join our dynamic team as a Customer Retention Specialist for a leading BPO account in Bali! In this pioneering role, you’ll play a key part in driving customer loyalty and reducing churn by leveraging AI-driven automation for renewal outreach—including emails, texts, and personalized follow-ups. Your mission is to ensure seamless customer experiences while maximizing retention rates through strategic engagement and data-driven insights.
This is a unique opportunity to work in a fast-paced, innovative environment where technology meets human touch. If you’re passionate about building long-term customer relationships and thrive in a results-oriented setting, this role is for you. Enjoy the vibrant work culture of Bali while contributing to a global client base.
Responsibility
- Manage end-to-end customer retention processes, including proactive outreach and renewal negotiations.
- Utilize AI-powered tools to automate and optimize renewal communications (emails, SMS, etc.).
- Analyze customer data to identify at-risk accounts and develop targeted retention strategies.
- Collaborate with cross-functional teams to improve customer satisfaction and reduce churn rates.
- Monitor performance metrics (e.g., retention rate, response time) and report insights to stakeholders.
- Provide personalized solutions to address customer concerns and enhance their experience.
- Stay updated on industry trends and best practices in customer retention and BPO operations.
- Contribute to process improvements by suggesting automation or workflow enhancements.
Qualifications
- Minimum 1-2 years of experience in customer retention, sales, or account management (BPO industry preferred).
- Strong communication and negotiation skills with a customer-centric approach.
- Experience with CRM software (e.g., Salesforce, HubSpot) and AI-driven tools is a plus.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Proven track record of meeting or exceeding retention targets in a fast-paced environment.
- Fluency in English (written and verbal) is mandatory.
- Ability to work independently and collaboratively in a remote or hybrid setup.
- Bachelor’s degree in Business, Marketing, or related fields is advantageous.