- Handle customer retention calls and understand customer concerns.
- Convince customers to continue using the company’s products/services.
- Identify the reason for cancellation and provide suitable solutions.
- Handle refund, cancellation, and complaint-related queries.
- Offer appropriate alternatives, plans, or solutions to retain customers.
- Maintain accurate customer records and CRM updates.
- Achieve assigned retention, conversion, and revenue targets.
- Meet KPIs such as retention rate, conversion, AHT, quality, and productivity.
- Handle escalations professionally and ensure timely resolution.
- Follow company SOPs, quality standards, and compliance guidelines.
- Coordinate with relevant departments for customer-related issues.
- Maintain qualified communication with international customers.