Job Responsibilities:

- Handle customer retention and churn management for existing broadband/Internet customers.
- Contact customers who request disconnection or are planning to switch to another ISP.
- Understand customer concerns regarding service, pricing, speed, technical issues, or billing and provide suitable solutions.
- Convince and retain customers by explaining available plans, offers, upgrades, and service benefits.
- Handle incoming customer calls professionally and respond to customer queries effectively.
- Follow up with customers through phone calls, WhatsApp, and email as required.
- Maintain good email communication and email writing skills for customer follow-ups and complaint resolution.
- Coordinate with Technical, Sales, Billing, and Network teams to resolve customer issues quickly.
- Maintain proper records of retention cases, customer feedback, cancellations, and follow-ups.




- Track pending cases and ensure timely follow-up until the customer issue is resolved.
- Achieve assigned customer retention and churn-reduction targets.
- Prepare regular reports related to customer cancellations, retained customers, and pending cases.

Required Skills:

- Good verbal and written communication skills.
- Good customer handling and convincing skills.
- Good knowledge of email handling and professional email writing.
- Comfortable handling incoming and outgoing calls.
- Basic computer knowledge, MS Excel, and CRM/ERP software.
- Prior experience in ISP, telecom, broadband, or customer service will be an advantage.

Pay: ₹15,000.00 - ₹20,000.00 per month

Advantages:

- Provident Fund

Work Location: In person

📌 Customer Retention Executive (Virar)
🏢 Dna Infotel
📍 Virar