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
- Market-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