Customer Retention Specialist

As a Customer Retention Specialist, you’ll be the main point of contact for our existing customers, building strong, lasting relationships and making sure they get the most out of our hosting services. You’ll reach out to customers ahead of service renewals, answer their technical and billing questions, recommend plans that fit their needs, and guide them smoothly through the renewal process.

Key Responsibilities

• Contact customers by phone and Telegram to remind them of upcoming service renewals

• Respond promptly to customer questions about our services, plans, and features

• Guide customers through the renewal process from start to finish

• Recommend suitable hosting plans, upgrades, and add-ons based on customer needs

• Troubleshoot basic technical issues and escalate complex cases to the appropriate team

• Follow up with customers to make sure their issues are resolved and they’re satisfied

• Keep up to date with new services, features, and pricing changes

Qualifications

• Degree or technical background in IT, Computer Science, or a related field

• Experience in customer service, technical support, or a call center environment

• Solid working knowledge of web hosting tools and technologies, including cPanel, domain management, DNS, and SSL/HTTPS

• Basic knowledge of MySQL, PHP, and WordPress

• Ability to handle both technical and sales-related customer inquiries

• Excellent verbal and written communication skills

• Strong problem-solving skills and attention to detail

• A team-oriented mindset and a customer-first approach

Nice to Have

• Experience using a CRM or ticketing system

• Experience in sales, upselling, or account management