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Bobtail - Retention Specialist (English & Punjabi)

Remote - (Anywhere)2d ago

Remote Junior WW Software Trucking Training Specialist B2B Product Marketing Reporting Outreach CRM Management

Requirements

• 1-3 years of experience in SaaS and B2B environments • Excellent English and Punjabi proficiency - written and verbal communication skills • 1-3 years of proven experience in retention • Bachelor’s Degree in relevant fields (business, marketing, customer service) • Prior US trucking industry experience is a plus • Qualities and Attributes • Good time management • Persuasion ability • Critical thinking and problem solving skills • Attention to detail • Patience and resilience • Willingness to go above and beyond • Data orientation • Ethical conduct • Collaborative attitude • Cultural sensitivity

Responsibilities

• Customer relationship management by maintaining long-lasting relationships, monitoring customer adoption and satisfaction through customer outreach. • Collaborating with team members to decrease churn, increase retention rates and improve brand loyalty • Troubleshooting problems; addressing customer issues, complaints and dissatisfaction promptly and coordinating with relevant departments to find solutions and to follow up on those. • Identifying at-risk customers, developing and implementing retention strategies. • Collecting customer feedback to provide insights for product owners and marketing team to enhance our service. • Monitoring the assigned emails (personal and terminations) to address requests in a timely manner. • Documenting customer interaction, feedback and resolution in the CRM, and regularly report on retention efforts and outcomes. • Identifying opportunities to upsell or cross sell. Provide information about complementary offers and/or new products. • Maintaining an in-depth understanding of our products and service and value proposition to educate customers.