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, benefits, 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 professional 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 advantages 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.
- Strong adherence to process guidelines, compliance standards, and data confidentiality requirements

📌 Sr. Officer/Officer - Customer Experience (Mumbai)
🏢 BOBCARD
📍 Mumbai