Retention Support Specialist

Location: Work From Home (Remote)

Working Days: 6 Days – Rotational Offs

Shift: US Shift

Experience: 2–3 Years

About the Role:

We are looking for an experienced Retention Specialist to handle existing customers, understand their concerns, and provide effective solutions to improve customer satisfaction and retention.

Key Responsibilities:

- Handle existing customers and build strong, long-term relationships.

- Identify customer concerns, understand their requirements, and provide appropriate solutions.

- Proactively engage with customers who may be at risk of leaving and take appropriate retention measures.

- Resolve customer issues efficiently while maintaining a positive customer experience.

- Handle customer queries and concerns through relevant communication channels.

- Follow up with customers to ensure their concerns have been resolved satisfactorily.

- Analyze customer concerns and identify potential reasons for customer churn.

- Coordinate with internal teams to resolve customer issues and improve the overall customer experience.

- Meet defined customer retention, resolution, and service-quality targets.

- Maintain professionalism and empathy while handling difficult or dissatisfied customers.

Requirements:

- 2–3 years of relevant experience in Customer Retention

- Candidates with pure sales experience are not preferred; relevant customer retention/customer support experience is required.

- Excellent verbal and written communication skills.

- Strong customer-handling and relationship-management skills.

- Excellent problem-solving and decision-making abilities.

- Ability to understand customer concerns and provide effective solutions.

- Strong listening and interpersonal skills.

- Ability to handle difficult or dissatisfied customers with patience and professionalism.

- Comfortable working independently in a Work From Home environment.

- Comfortable working in US shifts.