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Role & responsibilities :

Customer Retention Specialist

Location: Bangalore

Department: Customer Experience / Retention

Employment Type: Full-time

Work Mode: Work from Office

Shift: Rotational Shifts / Week-offs

About the Role

We are looking for a Customer Retention Specialist to play a key role in driving customer loyalty and reducing churn. The role involves engaging with customers through calls, emails, and chats in a fast-paced, customer-centric environment.

The ideal candidate should be empathetic, solution-oriented, and skilled in handling customer concerns effectively.

Key Responsibilities

- Connect with customers who raise cancellation or unsubscribe requests.
- Understand the customer journey and identify issues faced during their tenure.
- Retain customers by addressing concerns and offering suitable solutions or alternative plans.
- Provide relevant offers, alternatives, or service adjustments to improve customer retention.
- Manage end-to-end closure for non-retained customers,



including return pickups and refund processing.
- Ensure timely follow-ups and maintain high-quality customer interactions across calls, emails, and chats.
- 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

- 13 years of experience in Customer Support, Customer Retention, or Inside Sales.
- Solid verbal and written communication skills.
- Good problem-solving and negotiation abilities.
- 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
- Competitive salary with performance-based incentives.
- Opportunity to work in a high-growth, fast-paced env

Preferred candidate profile

📌 Retention Executive (Bengaluru)
🏢 Drink Prime
📍 Bengaluru