Executive _ Customer Retention & Activation _ Kannada and Telugu

Role & responsibilities

We are hiring an Executive Customer Retention & Activation to manage customer interactions through inbound and outbound calls, address service requests and queries, and support customer retention and activation initiatives.

The role involves delivering a high-quality customer experience while achieving defined service, productivity, quality and cross-sell targets within established processes and turnaround times.

Key Responsibilities

• Handle inbound and outbound customer calls related to service requests, queries, complaints, activation and retention.
• Provide timely and accurate resolutions while maintaining high standards of customer service.
• Understand customer requirements and provide appropriate solutions to enhance customer experience and retention.
• Drive customer retention and relevant cross-sell opportunities during customer interactions.
• Achieve daily and monthly targets related to AHT, productivity, retention, cross-sell, First Call Resolution (FCR), call quality and CSAT.
• Ensure accurate handling of customer requests in accordance with defined policies, processes and compliance guidelines.
• Maintain prescribed Turnaround Time (TAT) across different service processes.
• Identify recurring customer issues and provide real-time inputs on process gaps, repeated errors and escalation trends.
• Escalate critical or unresolved issues to the appropriate internal teams within defined timelines.
• Ensure proper documentation and updating of customer interactions and service requests.
• Maintain schedule and process adherence while meeting productivity and quality expectations.
• Participate in process improvement initiatives, including opportunities for automation/RPA to improve customer service efficiency.
• Ensure compliance with all applicable business, process and regulatory guidelines.

Key Performance Indicators / Measures of Success

• First Response Time (FRT)
• Real-Time Resolution Rate
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Call Quality Score
• Average Handling Time (AHT)
• Productivity
• Customer Retention
• Cross-Sell Performance
• Schedule Adherence
• Process & TAT Adherence
• Accuracy and Compliance
• Reduction in Avoidable Escalations

Required Skills

• Good verbal and written communication skills.
• Strong customer service and relationship management skills.
• Ability to handle customer queries, complaints and retention conversations effectively.
• Good problem-solving and decision-making ability.
• Strong process orientation and attention to detail.
• Ability to work in a target-driven and customer-centric environment.
• Comfortable handling high-volume customer interactions through calls.
• Basic proficiency in MS Office and computer applications.
• Good understanding of customer service processes and service-level requirements.

Qualification

• Graduate in any discipline.

Preferred Industry / Experience

Candidates from the following backgrounds are preferred:

• BFSI / Financial Services
• Banking
• Credit Cards
• Retail Finance
• Insurance
• Customer Service / Contact Centre
• Customer Retention / Customer Experience
• Telecom or other high-volume customer service environments

Preferred candidate profile

The ideal candidate should have experience in customer service, retention, activation or contact-centre operations, preferably within BFSI/financial services. The candidate should be customer-focused, target-oriented and comfortable managing both service and retention conversations while maintaining quality and process compliance.