We are looking for a Customer Retention Specialist who will play a key role in driving customer loyalty and reducing churn. This role requires engaging with customers across calls, emails, and chat in a fast-paced, customer-centric environment. The ideal candidate should be empathetic, solution-oriented, and skilled at handling customer concerns effectively.
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Connect with customers who raise requests for cancellation or unsubscribe
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Understand the customer journey and identify issues faced during their tenure
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Retain customers by addressing concerns and offering suitable solutions or plans
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Provide relevant offers, alternatives, or service adjustments to improve retention
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Manage end-to-end closure for non-retained customers, including return pickups and refunds
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Ensure timely follow-ups and maintain high-quality customer interactions across channels (Call, Email, Chat)
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Capture customer feedback and insights to improve retention strategies
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Stay updated on company policies, processes, and ongoing promotions
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Meet and exceed retention and customer satisfaction targets
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1–3 years of experience in Customer Support / Retention / Inside Sales
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Strong communication skills (verbal and written)
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Good problem-solving and negotiation skills
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Ability to handle difficult conversations with empathy and professionalism
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Comfortable working in a fast-paced and target-driven environment
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Basic knowledge of CRM tools is preferred
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Competitive salary + performance-based incentives
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Opportunity to work in a high-growth, fast-paced environment
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Learning and development opportunities
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Career growth within Customer Experience and Operations
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Work Mode: Work from Office
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Shift: Rotational shifts / Week-offs
