Sales Retention and Support Representative

KWIKOM Communications is seeking a motivated and customer-focused Sales Retention and Support Representative to join our team. In this role, you will play a key part in maintaining customer satisfaction and loyalty by addressing concerns, reducing cancellations, and ensuring timely service delivery. Your ability to engage with customers, understand their needs, and provide effective solutions will help foster strong, long-term relationships.

Key Responsibilities

• Customer Retention: Engage proactively with customers to identify the reasons for cancellations, address issues, and implement solutions to retain their business.
• Appointment Management: Reschedule missed appointments and coordinate timely service delivery to enhance the customer experience.
• Issue Resolution: Troubleshoot customer concerns with professionalism, providing accurate information and clear solutions to ensure customer satisfaction.
• Performance Goals: Consistently meet or exceed key performance metrics related to retention rates, response times, and issue resolution.
• Multitasking: Efficiently manage multiple customer interactions while maintaining attention to detail and delivering high-quality service.
• Customer Communication: Respond to inquiries and concerns across various channels (phone, email, chat) with a focus on delivering exceptional customer experiences.
• Collaboration: Work closely with internal teams, including sales and support departments, to ensure effective communication and seamless service.
• Data Accuracy: Accurately document customer interactions, outcomes, and follow-up activities in CRM and internal systems.
• Adaptability: Maintain schedule flexibility, including availability for evenings and weekends, to meet customer needs.
  
  

Required Skills And Qualifications

• Strong Customer Service Skills: Exceptional ability to engage with customers and provide effective solutions in a friendly, empathetic manner.
• Verbal and Written Communication Skills: Ability to clearly communicate with customers and team members through both verbal and written means.
• Multitasking: Ability to manage several tasks at once while maintaining attention to detail and ensuring high-quality service.
• Fast-paced, Team-Oriented Environment: Comfortable working in a dynamic, team-driven atmosphere while maintaining individual accountability for goals and performance.
• Positive Attitude and Strong Work Ethic: Enthusiastic, self-motivated, and dedicated to consistently achieving personal and team targets.
• Computer Proficiency: Comfortable working with various software programs, including CRM systems, and performing data entry tasks.
• Detail-Oriented: A keen eye for detail to ensure accuracy in data entry and customer interaction tracking.
• Flexible Schedule: Willingness and ability to work evenings, weekends, and other shifts as needed to accommodate customer needs.
  
  

Preferred Qualifications

• Experience in customer retention, sales, or support roles.
• Knowledge of CRM software and customer support tools.
  
  

Why Join KWIKOM?

• Competitive compensation and benefits package.
• Opportunities for professional growth and career advancement.
• A collaborative and dynamic team-oriented environment.
• Flexible work schedules to support work-life balance.
  
  

If you are passionate about delivering exceptional customer experiences, solving problems, and driving customer loyalty, we want to hear from you! Join KWIKOM as a Sales Retention and Support Representative and make a meaningful impact by ensuring our customers receive the quality service they deserve.