Role Overview
At Whinta, we value our customers above everything else. We are looking for a highly empathetic, resilient, and communication-driven Customer Retention & Support Specialist to lead our customer win-back initiatives.
In this role, you won't just be handling standard support tickets; you will be the bridge between Whinta and clients who have recently left us. Your mission is to understand their pain points, offer personalized solutions or incentives, and give them a compelling reason to give Whinta another chance.
Key Responsibilities1. High-Volume Customer Outreach
- Conduct proactive outbound calling, reaching out to approximately 100 churned or inactive customers per day.
- Re-engage former clients with warmth, professionalism, and a genuine desire to understand their past experiences.
2. Deep Listening & Root-Cause Analysis
- Act as an active listener to understand exactly why the client chose to leave Whinta.
- Diagnose core issues, whether they stem from product friction, customer service gaps, or pricing.
- Leverage deep product knowledge to explain features, correct misunderstandings, and show how Whinta can better serve their specific needs moving forward.
3. Win-Back & Retention Strategy
- Pitch customized solutions, tailored workarounds, or targeted discounts/incentives to win back the client’s trust.
- Secure commitments from clients to give Whinta "one more chance."
4. Data Logging & Comprehensive Reporting
- Maintain a detailed, daily report tracking every interaction.
- Document key metrics for every customer call, including:
- Specific reasons for departure.
- Core issues/complaints raised.
- Resolution status (Resolved / In Progress / Unresolved).
- Incentives or discounts offered/utilized.
Required Skills & Qualifications
- Exceptional Communication: Flawless verbal and written communication skills with the ability to navigate difficult or frustrated conversations with ease.
- Radical Empathy: A naturally patient, empathetic disposition. You must genuinely care about solving problems and making things right for the client.
- Resilience & Grit: The energy and persistence required to maintain a high volume of outbound calls (100+/day) while keeping a positive attitude.
- Strong Product Acumen: The ability to quickly master Whinta’s product suite to effectively answer questions and counter objections.
- Analytical Reporting: Comfortable using Excel, Google Sheets, or CRM tools to log clean, actionable data and generate daily feedback reports for management.
What We Offer
- Opportunity to directly impact Whinta’s growth and customer loyalty strategy.
- A collaborative, fast-paced environment where your insights directly shape product and process improvements.
- Competitive compensation and performance-driven incentives.
Pay: ₹15,000.00 per month
Application Question(s):
- Do you have effective communication and an empathetic nature?
Education:
Language:
Work Location: In person
