Job Title: Customer Retention Executive

Location: Noida. Sector 59

Process: Customer Retention (C&R;)

Reports To: Team Lead / Process Manager

Engagement Type: Full-Time, On-Site

Role Overview

The Customer Retention Executive is responsible for handling inbound and outbound customer interactions within an international telecom retention process, with the objective of resolving customer concerns, reducing churn, and strengthening customer relationships through effective communication and retention strategies.

The role requires delivering excellent customer experience while maintaining professionalism, compliance, and operational standards along with consistently meeting retention, quality, productivity, and customer satisfaction KPIs. It involves handling inbound and outbound customer interactions, understanding customer concerns, providing appropriate solutions, and ensuring a positive customer experience while reducing customer churn.

Key Responsibilities

- Handle inbound and outbound customer interactions professionally and efficiently.
- Understand customer concerns, complaints, and cancellation requests, and provide suitable resolutions.
- Work towards retaining customers by offering appropriate service solutions and retention strategies.
- Maintain a customer-centric approach with strong ownership and empathy during interactions.
- Provide accurate information regarding telecom products, plans, and services.
- Coordinate with internal support teams to resolve customer issues effectively.
- Meet and exceed defined KPIs related to retention, quality, productivity, and customer satisfaction.
- Capture customer feedback (VOC) and share insights with management for service improvement.
- Maintain discipline, professionalism, and compliance with company and client policies.
- Adapt and work across multiple campaigns/processes as required.

Requirements

The ideal candidate should possess strong communication skills, empathy,



and the ability to retain customers through effective relationship management.

- Graduate in any discipline.
- Minimum 1–3 years of experience in International BPO / Telecom / Customer Service / Retention / Sales.
- Robust English verbal communication and listening skills.
- Good interpersonal skills with customer-first attitude.
- Basic computer knowledge including MS Office and CRM navigation.
- Ability to multitask and work in a target-driven environment.
- Comfortable working in UAE business hours and rotational shifts.

Key Skills & Competencies

- Customer Service Orientation
- Retention & Relationship Management
- Problem Solving & Objection Handling
- Communication & Active Listening
- Process Compliance & Professionalism
- Time Management & Team Collaboration

Performance Expectations (KPIs)

The Customer Retention Executive will be expected to consistently achieve and maintain performance standards across key operational and customer experience metrics, including:

- Customer Retention % – Effectively retaining customers through appropriate resolution and engagement strategies.
- Customer Satisfaction (CSAT) – Delivering a positive and professional customer experience during every interaction.
- Quality Scores – Adhering to defined quality, communication, and process standards during customer interactions.
- Productivity & Adherence – Meeting expected productivity levels, schedule adherence, and operational efficiency targets.
- Compliance Adherence – Ensuring strict adherence to company policies, process guidelines, and data protection requirements.
- First Call Resolution (FCR) – Resolving customer concerns effectively within the first interaction wherever possible.

What CMSAE Offers

- Exposure to a leading UAE telecom process.
- Competitive salary with performance incentives.
- Stable and growth-oriented work environment.
- Professional training and career development opportunities.
- Ethical, transparent, and employee-focused culture.

📌 Customer Retention Executive (Noida)
🏢 CMSAE Creditors Management Solutions Private
📍 Noida