01Overview
Role & responsibilities:
Key highlights of the role are listed below (purely indicative and not limiting):
Make outbound calls to existing customers to understand concerns, offer suitable retention solutions, and strengthen customer relationships.
Explaining retention offers, perks, service enhancements, and applicable terms to customers.
Understanding customer concerns, capturing feedback, and identifying reasons for dissatisfaction or churn.
Providing suitable retention solutions and addressing customer queries in a skilled and timely manner.
Capturing customer consent for retention offers accurately and ensuring proper documentation.
Updating call outcomes, customer responses, retention requests, and resolutions in the system
Address customer issues, explain retention benefits or offers, and follow up to improve save rate and customer satisfaction.
Coordinate with internal teams and maintain daily MIS, ensuring adherence to retention policies and process guidelines.
Applicants should possess the following attributes:
Proficiency in outbound customer calling with the ability to clearly communicate retention offers, handle objections, and manage difficult conversations effectively.
Ability to understand customer concerns, identify. churn risks, and recommend suitable retention solutions to enhance customer satisfaction.
Experience in customer service/retention processes with awareness of customer lifecycle management and basic product or service workflows.
Solid adherence to process guidelines, compliance standards, and data confidentiality requirements .
