JOB DESCRIPTION
Position: Customer Retention Supervisor
Reporting to: Head of Customer Service
Location: Nairobi
Role type: Full-Time
About SunCulture:
Founded in 2012, SunCulture’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years the company has grown significantly and now employs 400+ people around the world.
About the role:
The Customer Retention Supervisor is a key member of our customer service department. The role holder will be responsible for leading a team of outbound retention specialists to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.
Key Responsibilities:
Lead and motivate an outbound retention team to achieve performance objectives and key results.
Provide continuous coaching, training, and feedback to enhance team members' skills and performance.
Foster a positive and collaborative team environment to encourage innovation and continuous improvement.
Develop and implement outbound customer retention strategies aligned with business goals.
Analyze customer data to identify areas for improvement and implement targeted retention initiatives.
Monitor and evaluate outbound calls to ensure adherence to established scripts and procedures.
Conduct regular quality assessments and provide constructive feedback to enhance performance.
Utilize data analytics tools to track retention metrics, generate reports, and provide insights for informed decision-making.
Qualifications:
Bachelor’s degree in Business, Marketing, or a related field preferred.
Demonstrated success in a supervisory role within customer retention or outbound calling.
Profound grasp of customer retention strategies and best practices.
Outstanding leadership and interpersonal abilities.
Exceptional communication and negotiation skills.
Proficiency in CRM software and relevant tools.
Results-oriented mindset with a track record of exceeding targets.
Adaptable problem-solver with a customer-centric approach, thriving in dynamic environments.
Interested?
Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.
Please Note
SunCulture is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.