Retention Executive

Intersted candidates connect on:[phone removed]

Role & responsibilities :

Customer Retention Specialist

Location: Bangalore
Department: Customer Experience / Retention
Employment Type: Full-time
Work Mode: Work from Office
Shift: Rotational Shifts / Week-offs

About the Role

We are looking for a Customer Retention Specialist to play a key role in driving customer loyalty and reducing churn. The role involves engaging with customers through calls, emails, and chats in a fast-paced, customer-centric environment.

The ideal candidate should be empathetic, solution-oriented, and skilled in handling customer concerns effectively.

Key Responsibilities

• Connect with customers who raise cancellation or unsubscribe requests.
• Understand the customer journey and identify issues faced during their tenure.
• Retain customers by addressing concerns and offering suitable solutions or alternative plans.
• Provide relevant offers, alternatives, or service adjustments to improve customer retention.
• Manage end-to-end closure for non-retained customers, including return pickups and refund processing.
• Ensure timely follow-ups and maintain high-quality customer interactions across calls, emails, and chats.
• Capture customer feedback and insights to improve retention strategies.
• Stay updated on company policies, processes, and ongoing promotions.
• Meet and exceed retention and customer satisfaction targets.

Requirements

• 13 years of experience in Customer Support, Customer Retention, or Inside Sales.
• Strong verbal and written communication skills.
• Good problem-solving and negotiation abilities.
• Ability to handle difficult conversations with empathy and professionalism.
• Comfortable working in a fast-paced and target-driven environment.
• Basic knowledge of CRM tools is preferred.

What We Offer

• Competitive salary with performance-based incentives.
• Opportunity to work in a high-growth, fast-paced env

Preferred candidate profile