Job Summary: You are responsible for engaging with customers to understand their needs, address concerns, and retain their business. This role involves identifying reasons for customer dissatisfaction & suggesting solutions for their retention & enhancing customer loyalty and satisfaction.

Key Responsibilities:
Proactively reach out to customers identified as at-risk of cancellation or churn
Conduct detailed conversations to understand customer concerns and reasons for potential discontinuation of service
Develop a deep understanding of our plans and services to effectively educate customers on features, perks, and value propositions.
Offer solutions, alternatives to retain customers and prevent cancellations.
Resolve customer issues promptly and effectively, ensuring a positive resolution.
Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement & communicate feedback to team leaders/manager for prompt action.

Required Competencies:
Should possess skills like Up-Selling, Cross Selling and Retention




Demonstrates a solid commitment to providing exceptional customer service.
Actively listen to customers and provide clear and accurate information.
Possess strong negotiation skills, solutions, and finds win-win outcomes for both customer and organization.
Shows compassion, remain calm under pressure, and provides thoughtful responses.
Should possess problem solving ability - identify issues and find effective solutions in a timely manner.
Proficient in using CRM software applications.
Adapts to recent procedures, handles unexpected changes maturely, and remains open to feedback.

Work Experience & Qualifications
Minimum 2 years of experience for a senior agent role with similar experience in customer service.
Educational Qualification - B.Com/BBA/ Any Graduate.

Job Summary
- Function Agent/ Senior Agent - Retention
Location Okhla
Date Posted May 26, 2026

📌 Agent/ Senior Agent – Retention Okhla
🏢 Excitel Broadband
📍 Okhla