Role & responsibilities

We are hiring an Executive Customer Retention & Activation to manage customer interactions through inbound and outbound calls, address service requests and queries, and support customer retention and activation initiatives.

The role involves delivering a high-quality customer experience while achieving defined service, productivity, quality and cross-sell targets within established processes and turnaround times.

Key Responsibilities

- Handle inbound and outbound customer calls related to service requests, queries, complaints, activation and retention.
- Provide timely and accurate resolutions while maintaining high standards of customer service.
- Understand customer requirements and provide appropriate solutions to enhance customer experience and retention.
- Drive customer retention and relevant cross-sell opportunities during customer interactions.
- Achieve daily and monthly targets related to AHT, productivity, retention, cross-sell, First Call Resolution (FCR), call quality and CSAT.
- Ensure accurate handling of customer requests in accordance with defined policies, processes and compliance guidelines.
- Maintain prescribed Turnaround Time (TAT) across different service processes.
- Identify recurring customer issues and provide real-time inputs on process gaps, repeated errors and escalation trends.
- Escalate critical or unresolved issues to the appropriate internal teams within defined timelines.
- Ensure proper documentation and updating of customer interactions and service requests.
- Maintain schedule and process adherence while meeting productivity and quality expectations.
- Participate in process improvement initiatives, including opportunities for automation/RPA to improve customer service efficiency.




- Ensure compliance with all applicable business, process and regulatory guidelines.

Key Performance Indicators / Measures of Success

- First Response Time (FRT)
- Real-Time Resolution Rate
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Call Quality Score
- Average Handling Time (AHT)
- Productivity
- Customer Retention
- Cross-Sell Performance
- Schedule Adherence
- Process & TAT Adherence
- Accuracy and Compliance
- Reduction in Avoidable Escalations

Required Skills

- Good verbal and written communication skills.
- Strong customer service and relationship management skills.
- Ability to handle customer queries, complaints and retention conversations effectively.
- Positive problem-solving and decision-making ability.
- Strong process orientation and attention to detail.
- Ability to work in a target-driven and customer-centric environment.
- Comfortable handling high-volume customer interactions through calls.
- Basic proficiency in MS Office and computer applications.
- Good understanding of customer service processes and service-level requirements.

Qualification

- Graduate in any discipline.

Preferred Industry / Experience

Candidates from the following backgrounds are preferred:

- BFSI / Financial Services
- Banking
- Credit Cards
- Retail Finance
- Insurance
- Customer Service / Contact Centre
- Customer Retention / Customer Experience
- Telecom or other high-volume customer service environments

Preferred candidate profile

The ideal candidate should have experience in customer service, retention, activation or contact-centre operations, preferably within BFSI/financial services. The candidate should be customer-focused, target-oriented and comfortable managing both service and retention conversations while maintaining quality and process compliance.

📌 Executive _ Customer Retention & Activation _ Kannada and Telugu (Chennai)
🏢 Manpowergroup Services India
📍 Chennai