Job Title :Customer Retention - USA process

Job location: Zirakpur

Night Shift: Monday to Friday 9pm to 6am (without cabs)

Experience required: 1-3 yrs in Customer Retention - USA process

We are looking for a Customer Retention Executive to manage and retain existing USA-based customers using our technical support services. The role focuses on handling cancellation requests, resolving customer concerns, providing technical assistance, and ensuring a positive customer experience to reduce churn.

Key Responsibilities

- Handle inbound calls / chats from US customers seeking to cancel or discontinue services

- Understand customer issues and provide effective technical support solutions

- Retain customers by addressing concerns, offering alternatives, and explaining service perks

- Build rapport and maintain a professional, empathetic communication style

- Meet retention targets, quality scores, and compliance standards :

- Accurately document customer interactions in CRM systems





- Coordinate with technical teams and supervisors for escalations

- Follow US customer service etiquette, scripts, and policies

Required Skills :

- 1-3 years of experience in Customer Support / Retention / Tech Support / Sales :

- Strong English communication skills (verbal & listening)

- Experience handling US customers (must)

- Basic understanding of technical troubleshooting (printer, router, windows)

- Ability to handle objections and negotiate politely :

- Customer-focused mindset with problem-solving skills

- Comfortable working in night shifts / US time zone :

- Ability to work under targets and performance metrics

Key Performance Indicators (KPIs)

- Customer retention rate
- Call quality & compliance score
- Customer satisfaction (CSAT)
- First-call resolution
- Adherence to schedule

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Customer Retention (Usa Voice Process) (Zirakpur)
🏢 TC consultancy
📍 Zirakpur