Job Summary
We are looking for a Customer Retention Specialist who can build strong customer relationships, handle concerns effectively, and improve customer satisfaction and loyalty.
The ideal candidate should have at least 1 year of experience in customer service, customer retention, or inside sales, with strong communication, persuasion, and problem-solving skills. This role requires someone who can understand customer concerns, offer suitable solutions, and proactively work to reduce churn while maintaining a positive customer experience.
Key Responsibilities
- Interact with customers via calls and address concerns and resolve issues effectively.
- Retain existing customers by understanding the reason for dissatisfaction and providing appropriate solutions.
- Build and maintain strong relationships with customers to improve loyalty and long-term engagement.
- Handle cancellation or service discontinuation requests and make efforts to retain customers.
- Identify customer pain points and coordinate with internal teams for timely resolution.
- Maintain accurate records of customer interactions, feedback, and retention outcomes in CRM or internal systems.
- Follow up with customers on pending issues and ensure closure within defined timelines.
- Meet retention, customer satisfaction, and service quality targets set by the organization.
- Upsell or cross-sell relevant products/services where applicable, based on customer needs.
- Share recurring customer concerns and insights with management to support process improvement.
Required Skills & Qualifications
- Minimum 1 year of experience in customer service, customer retention, telesales, or a similar customer-facing role.
- Excellent verbal and written communication skills.
- Strong convincing, negotiation, and objection-handling abilities.
- Good problem-solving and conflict-resolution skills.
- Ability to stay calm and professional while handling difficult customer conversations.
- Basic knowledge of CRM tools, MS Excel, and customer support processes.
- Strong follow-up and relationship management skills.
- Target-oriented mindset with a focus on customer satisfaction and retention.
Preferred Qualifications
- Experience in BPO / contact center / customer support / retention process will be preferred.
- Prior experience in handling US/International customers is an advantage.
- Familiarity with customer lifecycle, churn management, and service recovery processes is a plus.
What We’re Looking For
- A customer-first mindset with strong empathy and listening skills.
- Someone who can turn a dissatisfied customer into a retained customer through effective communication and problem-solving.
- A proactive and accountable individual who can work independently as well as with teams.
- High energy, patience, and the ability to work in a fast-paced environment.
Pay: ₹25,000.00 - ₹45,000.00 per month
Work Location: In person
