Key Responsibilities

- Expiration Tracking: Monitor upcoming broadband/lease contract expirations (typically 60 to 90 days in advance).
- Customer Outreach: Contact subscribers via phone, email, or digital channels to initiate the renewal conversation before service lapse.
- Churn Reduction: Identify at-risk accounts (frequent complaints, low data usage, or competitor offers) and coordinate with technical support or customer care to fix issues.
- Negotiation & Retention: Present renewal offers, loyalty discounts, or promotional add-ons to encourage long-term commitment.
- Upselling & Cross-Selling: Identify opportunities to upgrade customers from basic plans to higher-speed fiber packages, static IPs, or enterprise add-ons (Wi-Fi mesh, OTT bundles).
- Cross-Functional Collaboration: Partner with Customer Support, Billing, and Field Installation/Engineering teams to resolve disputed bills or technical bottlenecks.
- Reporting & Metrics: Track key performance indicators (KPIs) such as Gross Renewal Rate (GRR), Net Revenue Retention (NRR), and monthly churn percentage.

Required Qualifications & Skills

- Education: High School Diploma / 10+2 or a Bachelor's degree in Business, Communications, or related fields.
- Experience: 1–3 years of experience in sales, telecommunications customer service, retention desks, or account renewals.
- Technical Knowledge: Familiarity with ISP operations, broadband plans (FTTH, leased lines, DSL), and billing systems.
- Software: Proficiency in CRM tools (e.g., Salesforce, Zoho,



or internal ticketing/billing portals).
- Soft Skills: Strong verbal and written communication, active listening, objection handling, and calm negotiation skills under pressure.

Key Performance Indicators (KPIs)

- Customer Churn Rate: Keeping cancelled or non-renewed accounts below company threshold targets.
- On-Time Renewal Rate: Percentage of accounts renewed prior to billing or service expiration.
- Expansion / Upsell Revenue: Additional revenue generated from higher-tier speed plans or value-added services during renewal.

If you'd like, let me know:

- Is this role for residential broadband customers or enterprise/leased-line clients?
- Do you need help adjusting the salary range, experience level, or specific local metrics for your region?
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Pay: ₹10,000.00 - ₹16,000.00 per month

Perks:

- Provident Fund

Work Location: In person

📌 Renewal Executive (Virar)
🏢 Dna Infotel
📍 Virar