Operations Associate – Customer Retention

About the role

We're looking for an exceptional candidate to join our strategy and operations team as an Operations Associate – Customer Retention. This role is the engine room of customer engagement. You'll be the voice that reconnects customers with Chowdeck, turning every call into an opportunity to rebuild trust and re‑ignite loyalty.

Key responsibilities

• Place outbound calls to identified customer segments using a work smartphone and provided contact lists.
• Understand each customer’s experience and preferences through structured, empathetic conversations.
• Apply engagement strategies such as personalised offers, service recovery, discount or promo codes in line with approved playbooks.
• Accurately log call outcomes, feedback and sentiment after each call.
• Meet or exceed daily and weekly call volume and re‑engagement conversion targets.
• Escalate recurring or systemic feedback to relevant teams for resolution.
• Maintain a professional, friendly, solution‑oriented tone on every call, representing the Chowdeck brand.
• Provide daily and weekly reports on call activity, conversion rates and top feedback themes.
• Identify patterns in customer feedback and suggest improvements to scripts, offers or processes.
• Stay up to date on current promotions, service areas and platform features.

Required profile

• Minimum Diploma or Bachelor’s degree in any field.
• 1–2 years experience in a call centre, telesales, customer retention or customer service role.
• Excellent verbal communication skills in English; additional local languages are a strong advantage.
• Strong persuasion, negotiation and objection‑handling abilities.
• Empathetic listener with a customer‑first mindset.
• Comfort working with targets and KPIs in a fast‑paced environment.
• Basic computer literacy and proficiency with spreadsheets.
• High resilience and ability to handle rejection and difficult conversations.
• Attention to detail when logging call data.

What we offer

• MacBook for work.
• Smart, kind colleagues invested in your growth.
• Opportunities for rapid career progression.
• Lunch allowance.
• Ride credits for transport.