Customer Retention Executive

Job Summary:

We are looking for a proactive and persuasive Customer Retention Executive to manage post-purchase engagement and reduce customer churn through effective communication. The role involves reaching out to existing customers, understanding their concerns, resolving issues, and encouraging repeat purchases or renewals.

Key Responsibilities:

• Conduct outbound calls to existing customers to ensure satisfaction and build long-term relationships.
• Identify reasons for potential cancellations or inactive accounts and take corrective actions to retain customers.
• Educate customers about new offers, features, and benefits to encourage continued usage or re-purchase.
• Handle customer complaints with empathy and provide prompt resolutions.
• Record call outcomes, feedback, and insights in CRM tools.
• Collaborate with operations, service, and sales teams to ensure smooth issue resolution.
• Track and report retention metrics (renewals, churn reduction, reactivations).
• Achieve monthly retention and call productivity targets.

Requirements:

• Education: Graduate in any discipline (preferred: Business, Marketing, or Communication).
• Experience: 13 years in customer calling, telesales, or customer success (preferably retention-focused).
• Skills:
• Excellent communication and persuasion skills (English + regional languages preferred).
• Strong problem-solving ability and customer empathy.
• Experience using CRM tools (e.g., LeadSquared ,Zoho, terotram).
• Ability to work under targets and maintain high call quality.

Level/Salary Range:

INR 5-6 LPA

Interested candidates can share their profile with

Venulisa Luke

Phone No. +919606941377

venulisa.luke@kaapimachines.com