Customer Service Executive Retention

Job Summary
The Customer Service Executive Retention Process is responsible for proactively engaging with customers
identified through churn risk and last-order-delivered data to retain customers, drive repeat purchases, and
prevent attrition. The role focuses on outbound calling, selective inbound handling, and email communication
with an emphasis on customer satisfaction, lead conversion, sign-ups, referrals, and revenue generation while
meeting defined service and quality benchmarks.Key Responsibilities:
•
Make outbound calls to customers identified through churn indicators and last-order-delivered data.•
Engage customers to understand concerns, address dissatisfaction, and prevent churn.•
Handle product qualityrelated complaints, understand root causes, and provide appropriate
resolutions in coordination with Quality, Operations, and Supply Chain teams.•
Ensure timely resolution of product quality complaints in line with defined TAT adherence.•
Convert retention calls into repeat orders, reactivations, sign-ups, and referrals.•
Drive incremental revenue through effective persuasion, offers, and solution-based selling as per
guidelines.•
Take end-to-end ownership of customer interactions from first contact to resolution.•
Resolve customer queries and complaints within defined Turnaround Time (TAT), even on follow up
calls.•
Maintain optimal Average Handling Time (AHT) while ensuring resolution quality.•
Respond to customer queries and follow-ups through email communication where required.•
Provide accurate, consistent, and policy-compliant information to customers.•
Coordinate with internal teams (Quality, Operations, Logistics, Billing, Tech, etc.) for issue resolution.•
Open, update, and close customer cases in the CRM/ERP system with complete and accurate
documentation.•
Ensure same-day case closure where no inter-department dependency exists; close dependent cases
within 24 hours. Maintain a courteous, empathetic, and professional communication tone aligned with brand standards.Service Level & Quality Parameters
•
Turnaround Time (TAT): As per defined SLAs•
Average Handling Time (AHT): As per process benchmarks•
Quality Parameters Include:o
Call quality and customer empathyo
Accuracy and completeness of resolution
Adherence to scripts and retention playbookso
Effective objection handling and negotiation
Customer satisfaction and retention outcomes
Compliance with policies and data privacy standards Skills & Competencies
•
Strong verbal and written communication skills in English•
Customer retention and objection-handling skills•
Sales and revenue-oriented mindset•
Strong problem-solving and negotiation abilities•
Ability to manage call volumes and multitask effectively•
Attention to detail in documentation and follow-ups•
Working knowledge of CRM/ERP systems and MS Excel Qualification & Experience
•
Graduate in any discipline (preferred)•
13 years of experience in customer retention, outbound calling, contact centre operationsKey Result Areas (KRAs) & Weightage
KRA
Measurement Criteria WeightageRetention & Reactivation
Churn prevention %, repeat orders, reactivations 30%Revenue Generation
Revenue from retention calls, upsell/cross-sell 30%SLA & TAT Adherence
TAT compliance, complaint resolution timelines 15%Quality of Communication
Call quality audits, empathy, objection handling 15%Salesforce/ERP Documentation
Timely and accurate case logging & closure 10%Performance Review:
Performance will be evaluated on a monthly and quarterly basis based on retention success, revenue
contribution, SLA adherence, quality audit scores, and overall customer satisfaction Role & responsibilities

Key Result Areas (KRAs) & Weightage
KRA
Measurement Criteria WeightageRetention & Reactivation
Churn prevention %, repeat orders, reactivations 30%Revenue Generation
Revenue from retention calls, upsell/cross-sell 30%SLA & TAT Adherence
TAT compliance, complaint resolution timelines 15%Quality of Communication
Call quality audits, empathy, objection handling 15%Salesforce/ERP Documentation
Timely and accurate case logging & closure 10%

Preferred candidate profile