Job highlights

- Bachelor’s degree with 2+ years in Customer Experience or Retention, proficiency in MS Excel
- Manage customer queries, monitor KPIs, develop retention strategies, coordinate with delivery teams, and analyze feedback

Were Hiring | Assistant Manager – Customer Experience & Retention

Company: Shadowfax Technologies

Location: Bellandur, Bengaluru

Experience: 2+ Years

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 strong 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

- Bachelor’s 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.
- Robust communication, problem-solving, and stakeholder management skills.
- Proficiency in MS Excel and reporting.

Interested candidates can share their updated resumes to [email protected]

📌 Assistant Manager (Bengaluru)
🏢 Shadowfax Technologies
📍 Bengaluru