About the Role

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.
Robust written and spoken Hindi and English.
Experience using WhatsApp for qualified customer communication.
Valuable 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.

📌 Customer Success & Retention Executive Gurugram
🏢 CZI Global Consultin
📍 Gurugram