Walk-in || Customer Retention Executive

Roles & Responsibilities:

• Contact past paid members through outbound calls and reconnect with inactive or discontinued customers.
• Understand the reasons for membership cancellation or non-renewal.
• Identify customer concerns, feedback, and expectations to improve retention.
• Convince former members to renew or reactivate their memberships.
• Offer suitable discounts, trial plans, or compensation benefits wherever applicable.
• Conduct regular follow-ups through calls, WhatsApp, and emails to convert inactive members into active customers.
• Maintain accurate records of customer interactions, feedback, follow-ups, and conversion status in the CRM.
• Handle customer objections professionally and provide appropriate solutions.
• Achieve assigned winback, reactivation, and conversion targets.

Required Skills:

• Excellent verbal communication and interpersonal skills.
• Strong convincing, negotiation, and objection-handling abilities.
• Experience in customer retention, winback, or renewal calling.
• Ability to understand customer concerns and offer appropriate solutions.
• Good follow-up and relationship management skills.
• Basic computer knowledge and familiarity with CRM tools.
• Target-oriented approach with a focus on customer reactivation