Customer Retention Specialist
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Job Description
Customer Retention Specialist retaining customers for a UK-based employer. Handling cancellations, win-backs, renewals, and churn reporting remotely from South Africa.
Responsibilities:
- Contact customers at risk of cancelling
- Handle cancellation requests with empathy and clear offers
- Record cancellation reasons and share trends with the team
- Run win-back and renewal follow-ups
- Meet monthly retention and save-rate targets
- Protect revenue by understanding why customers want to leave and offering retention solutions
Requirements:
- Experience in customer retention, account support or customer service
- Experience with a CRM or helpdesk such as HubSpot or Zendesk
- Clear, persuasive spoken and written English
- Comfort working to retention targets
- A reliable laptop and stable fibre connection
- Experience in subscription or e-commerce businesses (nice to have)
- Familiarity with a tool such as Gorgias or Intercom (nice to have)
- Experience reporting on churn (nice to have)
Benefits:
- Full-time, 100% remote role
- Working UK hours, 09:00–17:00 UK time (11:00–19:00 SAST)
- Clear onboarding and support
- Stable remote career with a UK employer
- Work from home with existing equipment
- Recruitment team support from application through first day
- Open communication throughout the hiring process
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