Reactivation and Retention Host

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

The Reactivation and Retention Specialist focuses on retaining existing customers and reactivating inactive ones, developing strategies to increase customer loyalty and reduce churn by addressing concerns and offering solutions.

Responsibilities:

• Customer Engagement: Actively engage customers to understand their needs, concerns, and potential issues that might lead to attrition.


• Problem Solving: Identify and address customer issues promptly and effectively, ensuring a positive customer experience.


• Retention Strategy Development: Develop and implement strategies to improve customer loyalty, reduce churn, and increase customer lifetime value.


• Reactivation Campaigns: Design and execute reactivation campaigns to bring back inactive customers, using various channels like email, SMS.


• Data Analysis: Analyze customer data to identify trends, patterns, and opportunities for improvement in retention efforts.


• Reporting: Track and report on key retention metrics, such as churn rate, customer lifetime value, and customer satisfaction.

Requirements:

• Grade 12 or equivalent.


• Own transport


• Excellent written and verbal communication skills are essential for engaging with customers and building relationships.


• Ability to identify and solve customer problems effectively.


• Ability to analyze data and identify trends and patterns.


• Strong customer service skills are crucial for building positive relationships with customers.


• Ability to understand and address customer concerns with empathy and patience.


• Familiarity with CRM systems and other customer relationship management tools.


• Prior experience in customer retention, customer success, or customer service is a plus.


• Depending on the industry, some experience in the specific industry or product area is beneficial.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.