Associate - Customer Retention & Engagement

<h2><strong>Customer Retention Specialist</strong></h2><h3><strong>Location:</strong> Bangalore</h3><h3><strong>Department:</strong> Customer Experience / Retention</h3><h3><strong>Employment Type:</strong> Full-time</h3><hr><h3><strong>About the Role</strong></h3><p>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.</p><hr><h3><strong>Key Responsibilities</strong></h3><ul><li>Connect with customers who raise requests for cancellation or unsubscribe</li><li>Understand the customer journey and identify issues faced during their tenure</li><li>Retain customers by addressing concerns and offering suitable solutions or plans</li><li>Provide relevant offers, alternatives, or service adjustments to improve retention</li><li>Manage end-to-end closure for non-retained customers, including return pickups and refunds</li><li>Ensure timely follow-ups and maintain high-quality customer interactions across channels (Call, Email, Chat)</li><li>Capture customer feedback and insights to improve retention strategies</li><li>Stay updated on company policies, processes, and ongoing promotions</li><li>Meet and exceed retention and customer satisfaction targets</li></ul><hr><h3><strong>Requirements</strong></h3><ul><li>1–3 years of experience in Customer Support / Retention / Inside Sales</li><li>Strong communication skills (verbal and written)</li><li>Good problem-solving and negotiation skills</li><li>Ability to handle difficult conversations with empathy and professionalism</li><li>Comfortable working in a fast-paced and target-driven environment</li><li>Basic knowledge of CRM tools is preferred</li></ul><hr><h3><strong>What We Offer</strong></h3><ul><li>Competitive salary + performance-based incentives</li><li>Opportunity to work in a high-growth, fast-paced environment</li><li>Learning and development opportunities</li><li>Career growth within Customer Experience and Operations</li></ul><hr><h3><strong>Working Details</strong></h3><ul><li>Work Mode: Work from Office</li><li>Shift: Rotational shifts / Week-offs </li></ul>