Location: Saki Naka, Mumbai (Work from Office)
Employment Type: Full-time

About the Role

We are looking for a customer-focused and solution-oriented Senior Executive – Customer Retention & Escalations to manage complex customer concerns, handle priority escalations, and support retention initiatives. The ideal candidate should have strong communication skills, excellent problem-solving abilities, and the ability to provide effective resolutions while ensuring a positive customer experience.

Key Responsibilities

- Handle high-priority customer escalations and ensure timely resolution within defined turnaround times (TAT).
- Manage customer concerns related to mattress returns and identify suitable solutions to improve retention.
- Understand customer needs, address concerns effectively, and provide alternatives to enhance customer satisfaction.
- Work closely with internal teams such as Operations, Logistics, Quality, and Customer Experience to resolve customer issues.
- Support retention initiatives by identifying common customer concerns and suggesting process improvements.
- Maintain accurate records of escalations, resolutions, and customer interactions.
- Track escalation trends and share insights to help improve customer experience.
- Ensure all customer interactions are handled professionally, empathetically, and in line with company standards.
- Assist team members with complex cases and provide support whenever required.

Requirements

- 2–4 years of experience in Customer Support, Customer Experience,



Customer Success, or Escalation Management.
- Experience handling customer escalations, retention cases, or complaint management is preferred.
- Strong verbal and written communication skills.
- Good negotiation and conflict-resolution abilities.
- Strong ownership and problem-solving mindset.
- Ability to handle challenging customer conversations with empathy and professionalism.
- Experience working with CRM tools and customer support platforms.
- Comfortable working in a fast-paced, customer-centric environment.

Key Skills

- Customer Escalation Management
- Customer Retention
- Complaint Resolution
- Customer Experience Management
- Communication & Negotiation
- Problem Solving
- Stakeholder Coordination
- CRM Management
- Process Improvement
- Ownership & Accountability

Why Join Us?

- Opportunity to work on high-impact customer experience initiatives.
- Exposure to complex customer cases and retention strategies.
- Team-oriented and growth-oriented work environment.
- Opportunity to contribute directly to improving customer satisfaction and business outcomes.

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

- Provident Fund

Application Question(s):

- How many years of experience do you have in handling customer escalations, complaint resolution, or customer retention?
- Have you handled customer retention conversations where you had to prevent cancellations/returns by offering solutions or alternatives?

Work Location: In person

📌 Customer Retention & Escalations (India)
🏢 Flo Mattress
📍 India