Were Hiring | Assistant Manager Customer Experience & Retention

Company: Shadowfax Technologies

Location: Bellandur, Bengaluru

Experience: 2+ Years in customer escalation, customer retention.

Role & Responsibilities:

- Manage customer queries, complaints, and escalations to ensure timely resolution.
- Monitor customer satisfaction, service quality, and key performance indicators (KPIs).
- Focus on customer retention by building solid customer relationships and reducing customer churn.
- Develop and implement strategies to improve customer loyalty, engagement, and long-term retention.
- Identify at-risk customers, understand their concerns, and take proactive measures to retain them.
- Coordinate with operations and last-mile delivery teams to resolve customer issues and improve service quality.
- Analyse customer feedback and identify opportunities to improve customer experience and retention.
- Track SLAs,



response times, resolution metrics, and customer retention performance.
- Prepare daily performance reports and analyse data using MS Excel.
- Drive initiatives to improve customer satisfaction, reduce complaints, and strengthen customer relationships.

Requirements:

- Bachelors degree in any discipline.
- 2+ years of experience in Customer Experience, Customer Support, Customer Retention, or Operations.
- Experience in e-commerce, logistics, or last-mile delivery is preferred.
- Strong communication, problem-solving, and stakeholder management skills.
- Proficiency in MS Excel and reporting.

Interested candidates can share their updated resumes.

Please share your CV to [email protected]

📌 Assistant Manager Customer Experience & Retention, Bangalore (Bengaluru)
🏢 Shadowfax Technologies
📍 Bengaluru