Customer Service and Retention Officer

The Customer Service and Retention Officer provides exceptional support across multiple channels and manages customer issues professionally. They are responsible for engaging with customers via email, phone, social media, and live chat, ensuring a high-quality experience. The role includes responding to online reviews, managing complaints, disputes, and refunds while maintaining compliance with GDPR. The candidate must meet KPIs, organise workload efficiently, and maintain detailed customer records. A strong knowledge of products, campaigns, and continuous learning are essential for success. The position requires excellent communication, problem-solving, and team collaboration skills in a fast-paced environment.