Associate - Customer Retention & Engagement

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 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.

Key Responsibilities

• Connect with customers who raise requests for cancellation or unsubscribe
• Understand the customer journey and identify issues faced during their tenure
• Retain customers by addressing concerns and offering suitable solutions or plans
• Provide relevant offers, alternatives, or service adjustments to improve retention
• Manage end-to-end closure for non-retained customers, including return pickups and refunds
• Ensure timely follow-ups and maintain high-quality customer interactions across channels (Call, Email, Chat)
• 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 / Inside Sales
• Strong communication skills (verbal and written)
• Good problem-solving and negotiation skills
• 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 + 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