Key Responsibilities
- Develop and implement effective customer retention strategies.
- Monitor customer engagement, satisfaction, renewals, and churn rates.
- Identify customers at risk of leaving and take proactive measures to retain them.
- Build and maintain strong relationships with existing customers.
- Handle customer concerns, escalations, and service-related issues professionally.
- Conduct regular follow-ups with customers to understand their experience and requirements.
- Analyze customer feedback and identify areas for improvement.
- Collaborate with Sales, Customer Support, Operations, and Product teams to improve customer experience.
- Develop retention campaigns, loyalty initiatives, and engagement programs.
- Track and report key retention metrics, including churn rate, renewal rate, repeat business, and customer satisfaction.
- Maintain accurate customer records and update CRM systems regularly.
- Meet monthly and quarterly retention and revenue targets.
- Prepare regular reports and provide insights to management.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer relationship management skills.
- Good negotiation and problem-solving abilities.
- Strong analytical and decision-making skills.
- Ability to handle customer objections and difficult conversations.
- Target-oriented and proactive approach.
- Good knowledge of CRM tools and MS Excel/Google Sheets.
- Ability to work independently as well as with cross-functional teams.
Pay: Up to ₹500,000.00 per year
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
