Customer Retention Associate

Role & responsibilities

Contact existing holiday membership holders, explain the benefits of upgrading to a higher plan, and persuade them to upgrade.

Encourage members to refer friends and family, collect referral details, and pass them to the sales team for conversion.

Monitor & Manage member queries/concerns/requests & govern through internal escalation process.

Responsible for improving the experiences of customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)

Responsible to adhere to the standard operating procedures

Reduce dormancy and improve eligible base

Create magical moments for customers at every touch point

Reduce incoming complaints