Customer Retention Executive - Voice / Blended

Customer Retention Specialist

Location: Bangalore

Department: Customer Experience / Retention

Employment Type: Full-time

About the Role

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 through calls, emails, and chats in a fast-paced, customer-centric environment.

The ideal candidate should be empathetic, solution-oriented, and skilled at handling customer concerns effectively.

Key Responsibilities

- Connect with customers who raise cancellation or unsubscribe requests.

- Understand the customer journey and identify issues faced during their tenure.

- Retain customers by addressing concerns and offering suitable solutions or alternative plans.

- Provide relevant offers, alternatives, or service adjustments to improve customer retention.

- Manage end-to-end closure for non-retained customers, including return pickups and refund processing.

- Ensure timely follow-ups and maintain high-quality customer interactions across calls, emails, and chats.

- Capture customer feedback and insights to improve retention strategies.

- Stay updated on company policies, processes, and ongoing promotions.

- Meet and exceed retention and customer satisfaction targets.

Requirements

- 1–3 years of experience in Customer Support, Retention, or Inside Sales.

- Strong verbal and written communication skills.

- Good problem-solving and negotiation abilities.

- Ability to handle difficult conversations with empathy and professionalism.

- Comfortable working in a fast-paced and target-driven environment.

- Basic knowledge of CRM tools is preferred.

What We Offer

- Competitive salary with performance-based incentives.

- Opportunity to work in a high-growth, fast-paced environment.

- Learning and development opportunities.

- Career growth within Customer Experience and Operations.

Working Details

- Work Mode: Work from Office

- Shift: Rotational shifts / Week-offs