Customer Retention Specialist
Remote Recruitment
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- Remote Recruitment is hiring a Customer Retention Specialist for a UK-based employer, fully remote from South Africa. You'll own keeping UK customers happy, renewed and on board.
Role overview
- When a customer is thinking of leaving, you are the person who picks up the phone. You will listen, understand what went wrong and offer a fair solution. You will also run win-back campaigns and share what you learn so the business can fix the causes of churn. You will work UK hours, 09:00–17:00 UK 11:00–19:00 SAST, Monday to Friday.
- You will join the client's existing team from day one, with a named manager in the UK, regular check-ins over video call and clear goals so you always know how you are doing.
Key responsibilities
- Contact customers who are at risk of leaving or have cancelled
- Understand their reasons and offer the right solution
- Run win-back and renewal campaigns
- Track churn reasons and share insights with the team
- Keep accurate notes in the CRM
What you'll need
- 1 to 2 years in customer retention, customer success or account management
- A track record against retention or save-rate targets
- Experience with a CRM such as HubSpot, Salesforce or Zendesk
- Confident phone manner and clear written English
- Reliable home internet and a quiet workspace
Nice to have
- Subscription or SaaS experience
- Experience with UK customers