Customer Retention Specialist

• Responsible for Customer retention and Customer engagement strategy and execution through the Key Account Managers.
• Responsible to determine strategy and operational approach and oversee all engagement collateral.
• Responsible for working with DSV Global structures in regard to Platinum and Gold Customers.
• Monitor and trend customer revenue and EBIT.
• Responsible for internal Communication (Customer relevant only) and external business communication (Customer relevant only) through the Communications team.
• Responsible for executing any customer consultations (for example the enviro fee directive from DSV).
• Responsible for preparing budgets for Commercial Department and for managing costs within budget.

Senior Manager, Client Retention – Contract Logistics

• Proactively identify at-risk customers and reach out before they churn
• Conduct empathetic retention calls, resolve complaints and address concerns
• Negotiate contract renewals, upgrades and pricing arrangements
• Design and execute win-back campaigns for recently churned customers
• Track and report retention metrics and customer health scores weekly
• Collaborate with customer success and product teams to improve the experience

• - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
• - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
• - Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
• - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
• - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
• - Manage the Welcome Back Credits process for re-engaging former customers.
• - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
• - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
• - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
• - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• - Improve internal processes and offer solutions.

Customer Retention Specialist jobs in South Africa

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Senior Manager, Client Retention – Contract Logistics

Customer Retention Specialist

Customer Retention and Operations Specialist