Job Summary

InfoTech Solutions is seeking a dedicated and customer-focused Online Customer Retention Specialist to join our remote team. In this role, you will play a key part in maintaining long-term customer relationships by addressing concerns, resolving issues, and offering personalized solutions. As the face of our company, you will work to improve customer satisfaction, retention rates, and overall service experience, ensuring customers remain loyal to our brand.

Key Responsibilities

• Engage with existing customers via email, chat, and phone to address inquiries and resolve issues.

• Identify at-risk customers and implement strategies to retain them.

• Offer tailored product recommendations, incentives, or service upgrades to improve customer loyalty.

• Analyze customer feedback and report trends to management for service improvement.

• Maintain accurate records of customer interactions and resolutions.

• Assist in developing customer retention scripts, workflows, and best practices.

• Work collaboratively with sales, support, and product teams to ensure a seamless experience.

Required Skills and Qualifications

• Strong communication skills, both verbal and written.

• Customer-first mindset with patience and empathy.

• Ability to understand and resolve customer concerns effectively.

• Good negotiation and persuasion skills.

• Strong organizational and multitasking ability.

• Proficient in basic computer applications and CRM tools.

• Ability to remain calm under pressure and handle challenging situations professionally.

Experience

• 1–3 years of experience in customer service, customer support, or retention roles.

• Experience in remote working environments is a plus.

• Experience in BPO, SaaS, or tech-related industries is an added advantage.

Working Hours

• Full-time remote position.

• Flexible scheduling options based on business needs.

• May require weekend or evening availability depending on project demands.

Knowledge, Skills, and Abilities

• Strong understanding of customer relationship management.

• Ability to build rapport and trust with customers.

• Skilled in identifying customer needs and offering proactive solutions.

• Familiarity with online communication tools and cloud-based platforms.

• Willingness to learn new technologies and software.

Benefits

• 100% remote and work-from-home convenience.

• Competitive salary with performance-based incentives.

• Health and wellness benefits.

• Opportunities for career growth and professional development.

• Supportive, team-oriented work culture.

• Paid time off and flexible leave policies.

Why Join InfoTech Solutions?

At InfoTech Solutions, we believe in empowering our team members to grow while maintaining a healthy work-life balance. You’ll be part of a global, forward-thinking organization that values innovation, teamwork, and continuous improvement. We offer a dynamic work environment where your voice matters and your contributions make a real impact.

How to Apply

Interested candidates may submit their updated resume along with a brief cover letter highlighting relevant experience. Applications should be sent through our official careers page or via email. Shortlisted applicants will be contacted for an online interview.