Customer Retention Officer at Paykobo

Purpose of the Job
Paykobo.com is customer-obsessed. The Customer Retention Officer is responsible for showing customers that Paykobo.com is committed to providing the technologies they need to improve their
business processes and performance – and our commitment to serve them to their satisfaction.
You do everything and take proactive measures to keep customers satisfied with our products and services – and keep them coming back for more.
4. Reporting Relationships
Reports to:
You report to the Managing Director
Supervises:
This role does not supervise any talent.

5. Working Relationships
Within the Office

• Management, IT Solutions, Digital
• Marketing, Supply Chain, Business
• Development and other Employees

Outside the Office
Customers and Clients

6. Key Responsibilities
6.1 Overall Responsibilities
You design and implement strategies to increase customer loyalty and retain businesses. You are responsible for key customer activities that will increase customer loyalty and enhance
customer experience. You are expected to get in front of everything concerning customers and give feedback on how to improve client retention.
6.2 Key Tasks 1- Customer Retention and Loyalty

• Build positive and mutually beneficial relationships with customers to increase repeat business
• Develop strategies and recommendations to retain customers and minimize churn rates
• Build strong rapport (by utilizing interpersonal skills, anticipating customer needs, etc.) with customers/clients
• Serve as the primary point of contact between the company and existing clients/customers
• Educates customers regarding new product offerings, value of our services and the company’s value proposition
• Develop and execute high-impact email campaigns that inspire customers and drive conversion and engagement
• Periodically analyze customer behaviour to provide internal feedback that will assist with decision making
• Prepare and facilitate business meetings, events, trainings, webinars and other
• strategic interactions that are beneficial to customers
• Develop tools and systems to measure and report on customer experience, produce adoption, and realization of value drivers
• Assist in activities relating to clients/customers by working closely with other departments that support customers.

7. Authority
The post holder will have the necessary authority required to carry out their responsibilities.
8. Qualifications

• Bachelor’s degree
• Minimum of 2 years of relevant experience in a similar role
• Proficiency in using Microsoft Office tools
• Demonstrated ability to effectively deliver information at the C-Suite level

9. Person Specifications and Required Skills
You must be able to demonstrate appropriate skills and experience which will enable him/her to deliver against the main purpose and key responsibilities of the role. You need;

• Superior oral and written communication skills
• Strong customer handling, conflict resolution and problem solving skills; focus on quality in customer experience
• Demonstrated interest in Technologies, the Internet and Applications
• Willingness to learn our products inside and out and help our customers drive business outcomes
• Ability to exercise initiative and sound judgment and to react with discretion under varying conditions
• Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
• Excellent attention to detail
• Must be able to work with little or no supervision
• Time management skills
• Forward looking thinker who actively seeks opportunities and proposes solutions
• Analytical and process-oriented mindset

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