Customer Retentions Consultant

• Maintain and retain iKhokha's merchant database through proactive and reactive retention campaigns that keep customers engaged and active
• Lead merchant reactivation initiatives by managing efficient communication across CRM platforms and telephone channels to reconnect lapsed traders
• Educate merchants on product features, new functionality and portfolio growth opportunities through over-the-phone training and guidance
• Deliver exceptional customer experience by professionally handling merchant escalations, resolving technical issues and addressing concerns with precision
• Build strong merchant relationships through courtesy calls that assess product satisfaction, gather insights and drive business improvements across all verticals

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