Customer Success (Retention) Officer

Role Overview

The Customer Success (Retention) Officer will be responsible for retaining existing customers, improving customer satisfaction, and ensuring continuous usage of DriveMe services. You will work closely with clients, respond to their needs, resolve issues promptly, and identify upsell opportunities. This role requires strong communication skills, empathy, attention to detail, and a passion for customer experience.

This is a hybrid role, requiring both remote and occasional in-office work. This position offers a great opportunity for career growth.

Key Responsibilities

• Maintain 98% client retention by strengthening long-term customer relationships
• Respond to all customer requests and inquiries within 30 minutes during work hours
• Resolve customer complaints within 1 hour and ensure proper documentation using internal tools
• Conduct periodic follow-ups with customers to enhance satisfaction and identify service gaps
• Support upselling of DriveMe services (e.g., vehicle registration, license processing, managed hire, etc.)
• Document all interactions, feedback, and resolutions accurately in the CRM system
• Collaborate with the Customer Success and Driver Support teams to ensure service delivery excellence
• Track customer churn risks and execute win-back strategies
• Provide weekly and monthly retention reports to management

Requirements

• Minimum of 2 years of experience in customer service, retention, or client relationship roles
• Strong communication and problem-solving skills
• Ability to multitask and manage multiple client accounts simultaneously
• Good analytical skills with the ability to interpret client behavior and provide insights
• Experience with CRM or ticketing tools is an added advantage
• Proactive, organized, and emotionally intelligent