Churn & Retention Specialist
General Information
Position
Churn & Retention Specialist
Work Type
Full-time
Location
Tirana – Albania
Work Mode
On-Site
Duties and Responsibilities
- Ability to analyze customer data and identify factors influencing churn;
- Use of programs such as Excel and CRM systems; (Not mandatory)
- Implementation of customer retention strategies and programs using personalized approaches.
- Works closely with other departments, especially sales and customer service, to ensure alignment of strategies and communication.
- Regular monitoring and reporting of churn rate and other customer-related metrics.
- Handling customer complaints professionally and providing fast and effective solutions.
- Creating initiatives to increase customer satisfaction and help build long-term relationships.
- Proposing and implementing improvements in existing processes based on customer analysis and feedback.
- Managing a monthly customer portfolio with the aim of reducing debtor customers.
Main Criteria
- University Degree.
- Work experience in customer service, retention, churn management, or similar roles is an advantage.
- Strong skills in oratory and persuasive communication to argue clearly and positively influence customers.
- Good knowledge of customer retention strategies and churn management.
- Excellent data analysis skills and use of analytical tools (Excel, CRM).
- Strong verbal and written communication skills in Albanian and English.
- Proactivity, problem-solving oriented approach, and ability to work under pressure.
- Knowledge of the telecommunications/internet market and industry is an advantage.
All interested candidates are kindly requested to submit their CV via email to: hr@digicom.al
* Only shortlisted candidates will be contacted.
* All applications will be treated with confidentiality according to Law No. 9887 on “Protection of Personal Data”.