Role Overview
At Whinta, we value our customers above everything else. We are looking for a highly empathetic, resilient, and communication-driven Customer Retention & Support Specialist to lead our customer win-back initiatives.
In this role, you won't just be handling standard support tickets; you will be the bridge between Whinta and clients who have recently left us. Your mission is to understand their pain points, offer personalized solutions or incentives, and give them a compelling reason to give Whinta another chance.
Key Responsibilities1. High-Volume Customer Outreach
- Conduct proactive outbound calling, reaching out to approximately 100 churned or inactive customers per day.
- Re-engage former clients with warmth, professionalism, and a genuine desire to understand their past experiences.
2. Deep Listening & Root-Cause Analysis
- Act as an active listener to understand exactly _why_ the client chose to leave Whinta.
- Diagnose core issues, whether they stem from product friction, customer service gaps, or pricing.
- Leverage deep product knowledge to explain features,
correct misunderstandings, and show how Whinta can better serve their specific needs moving forward.
3. Win-Back & Retention Strategy
- Pitch customized solutions, tailored workarounds, or targeted discounts/incentives to win back the client’s trust.
- Secure commitments from clients to give Whinta "one more chance."
4. Data Logging & Comprehensive Reporting
- Maintain a detailed, daily report tracking every interaction.
- Document key metrics for every customer call, including:
- Specific reasons for departure.
- Core issues/complaints raised.
- Resolution status (Resolved / In Progress / Unresolved).
- Incentives or discounts offered/utilized.
Required Skills & Qualifications
- Exceptional Communication: Flawless verbal and written communication skills with the ability to navigate difficult or frustrated conversations with ease.
- Radical Empathy: A naturally patient, empathetic di
📌 Customer Support Executive (Rohini)
🏢 Whinta
📍 Rohini