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)
Valuable 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-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