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:
Positive verbal and written communication skills.
Good customer handling and convincing skills.
Good knowledge of email handling and skilled 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