Customer Success (Retention) Officer at Reposebay Human Resources Limited

Role Overview

• The Customer Success (Retention) Officer will be responsible for retaining existing customers, improving customer satisfaction, and ensuring continuous usage of DriveMe services.
• You will work closely with clients, respond to their needs, resolve issues promptly, and identify upsell opportunities.
• This role requires strong communication skills, empathy, attention to detail, and a passion for customer experience.
• This is a hybrid role, requiring both remote and occasional in-office work.

Key Responsibilities

• Maintain 98% client retention by strengthening long-term customer relationships.
• Respond to all customer requests and inquiries within30 minutesduring work hours.
• Resolve customer complaints within1 hourand ensure proper documentation using internal tools.
• Conduct periodic follow-ups with customers to enhance satisfaction and identify service gaps.
• Support upselling of DriveMe services (e.g., vehicle registration, license processing, managed hire, etc.).
• Document all interactions, feedback, and resolutions accurately in the CRM system.
• Collaborate with the Customer Success and Driver Support teams to ensure service delivery excellence.
• Track customer churn risks and execute win-back strategies.
• Provide weekly and monthly retention reports to management.

Requirements

• Minimum of 2 years experience in customer service, retention, or client relationship roles.
• Strong communication and problem-solving skills.
• Ability to multitask and manage multiple client accounts simultaneously.
• Good analytical skills with the ability to interpret client behavior and provide insights.
• Experience with CRM or ticketing tools is an added advantage.
• Must be proactive, organized, and emotionally intelligent.