Customer Retention Officer
1 week ago
**Key Responsibilities**:
a) Monitor and analyze customer order patterns, feedback, and satisfaction levels to identify retention risks and growth opportunities.
b) Initiate cold calls and follow-ups with potential and existing customers to introduce new products, obtain feedback, and strengthen engagement.
c) Develop and execute customer retention strategies, loyalty initiatives, and win-back campaigns tailored to the manufacturing industry.
d) Reach out to at-risk or inactive customers to address concerns and restore confidence in our products and services.
e) Work closely with internal departments such as Sales, Production Planning, and Customer Service to ensure a seamless customer experience.
f) Track and report retention performance metrics, customer satisfaction trends, and key insights to support continuous improvement.
g) Support contract renewals, customer loyalty programs, and special offers based on historical purchase behavior and preferences.
h) Manage customer complaints or escalations professionally, ensuring effective resolution within the agreed timeline.
i) Gather customer insights related to product quality, delivery performance, and service standards to improve the overall customer journey.
j) Maintain accurate documentation of customer interactions and retention activities using the company’s CRM system.
k) Assist in preparing reports for management on customer trends, risks, and retention performance.
l) Other duties and responsibilities may be assigned from time to time.
- **Requirements**:
- Working hours: 8:30AM - 5:30 PM (Monday - Friday), 8:30 AM - 12:30 PM (2nd & 4th Saturday)
- Able to work independently
- Able to multitask effectively in a fast-paced environment
- Has good computer literacy
- Has good communication skill
Pay: RM2,800.00 - RM3,200.00 per month
**Benefits**:
- Free parking
- Maternity leave
- Opportunities for promotion
- Professional development
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