We are looking for a responsible and customer-focused Customer Success & Retention Executive to join our team.
You will manage relationships with existing customers after their initial purchase, supporting them throughout a six-month service program.
Your main goal is to provide excellent customer support, maintain strong relationships, resolve concerns promptly, and help customers continue their scheduled monthly payments.
This is not a cold-calling or new sales acquisition role.
Key Responsibilities
- Manage a portfolio of approximately 50100 existing customers.
- Communicate with customers primarily through WhatsApp, with calls when necessary.
- Respond promptly and professionally to customer inquiries.
- Guide customers through the service process and provide regular status updates.
- Coordinate with internal teams to resolve customer issues.
- Send timely and professional payment reminders.
- Follow up on overdue payments while maintaining positive customer relationships.
- Identify dissatisfied customers and proactively address concerns.
- Maintain accurate customer records in the CRM system.
- Achieve customer response-time, service-quality, and retention KPIs.
Requirements
- 1–3 years of experience in customer support, customer success, client relationship management, or retention.
- Strong written and spoken Hindi and English.
- Experience using WhatsApp for qualified customer communication.
- Good organizational and follow-up skills.
- Confidence handling complaints and difficult conversations.
- Basic knowledge of CRM systems and Google Sheets or Excel.
- Ability to work independently and manage multiple customer conversations.
What We Offer
- Fixed monthly salary with performance-based incentives.
- Training and structured onboarding.
- A defined customer portfolio.
- Opportunity to grow into a Senior Customer Success or Team Leader position.