Retention Expert for Nooro | Remote SA

At Nooro, we believe that every interaction with our customers is an opportunity to delight, engage, and foster loyalty. Nooro is not only a forefront eCommerce brand but also a place where innovative customer service is at the heart of our success. We are looking for a Retention Expert who embodies our values and is passionate about creating exceptional experiences for customers, even in the face of returns and refunds.

Job Overview

As a Retention Expert, you will be at the frontline of handling customer interactions with a keen focus on maintaining high retention rates. You will have the opportunity to showcase your excellent communication skills and ability to handle return and refund issues by turning potentially negative experiences into positive outcomes.

Responsibilities

• Customer Retention: Utilize outstanding customer interaction skills to retain customers considering a service cancellation or product return.
• Problem Resolution: Address and resolve customers’ return and refund issues promptly and efficiently while maintaining a polite and professional demeanor.
• Customer Experience: Enhance the overall customer experience with Nooro by providing support and solutions that go beyond expectations.
• Retention Rate Metrics: Achieve and exceed key performance indicators related to customer retention rates and service quality.
• Process Optimization: Provide feedback to improve our returns and refunds processes, making them as customer-friendly as possible.
• Collaboration: Work closely with the Support and Sales teams to develop cohesive strategies that reduce the need for returns and improve customer satisfaction.
• Reporting: Keep detailed records of customer interactions and outcomes to inform business strategies.

Qualifications

• A proven track record of customer retention, specifically in e-commerce, with quantifiable success in achieving target KPIs related to returns and refunds, indicating strong capabilities in customer satisfaction and loyalty initiatives.
• Solid background in e-commerce operations (3+ years of experience)
• Proficiency in using Shopify
• Exceptional communication skills, capable of de-escalating situations and persuading customers with professionalism.
• Comfortable working within a performance metric-driven environment.
• High emotional intelligence and the ability to empathize with customers.
• Strong problem-solving skills and the ability to think on your feet.
• Proficient with customer service software and CRM systems.

What We Offer

• Competitive salary and performance incentives.
• A supportive, dynamic, and innovative work environment.
• Opportunities for professional growth and development.

Join Us

Are you ready to bring your retention expertise to Nooro and help us keep our customers ecstatic about our brand? If you’re passionate about making a difference one customer at a time and are looking for your next career move, we’d love to hear from you.