Customer Retention Associate

From 1 to 5 year(s) of experience
- ₹ Not Disclosed by Recruiter
- Noida, Delhi / NCR**Job description**

**This position is for a FORTUNE 500 Client based in NOIDA.**

**Excellent English written and oral communications skills is a must**.

**What you'll do**
- Maintain excellent knowledge of our products and services in order to understand customer's needs.
- Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us.
- sales/Retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualized solutions to customers and closing all saves with integrity.
- Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customers request or issue.
- Identify opportunities to turn dissatisfied customers into happy customers.
- Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
- Report regularly to their respective manager on all activities relating to the role.
- Deliver a high quality, business to business support service resolving customer enquiries at the first point of contact wherever possible.
- Always act in a mature and professional manner towards customers and all Adobe employees.
- Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support, with excellent spelling, grammar and attention to detail
- Show confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their services
- Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer needs.
- Manage all required follow-up work on time and aim to meet or exceed customers expectations

**What you need to succeed**
- Proficiency to use web-based tools to stay current on Adobe products, features, services and offers.
- Work independently within established procedures associated with the specific job function and consistently exceed in all metrics.
- Tech savvy and a quick learner with an ability to manage tasks in agreed timeframe.
- Experience of working in a team environment and managing a diverse workload.
- Goal oriented, self-motivated, confident, thorough and tenacious with excellent communication and influencing skills.
- Advanced negotiation and conflict resolution skills.
- Understanding of key concepts of First Call Resolution and Customer Satisfaction.
- Adaptable and flexible to change. Willing to work in different shifts.
- Advanced communication (Written and Verbal) and interpersonal skills.
- Brings a sense of urgency to the position to resolve issues fully in a timely manner.
- General global cultural awareness, as they will be supporting customers from different regions.
- Sales acumen will make a huge difference in your ability to take on this challenge
- Role:_Customer Retention - Voice / Blended
- Salary:_ Not Disclosed by Recruiter
- Industry:_BPO / Call Centre
- Functional Area:_Customer Success, Service & Operations
- Role Category:_Voice / Blended
- Employment Type:_Full Time, Permanent
- Key Skills- Salescustomer retentionNegotiation skills- Customer Satisfaction- Skills highlighted with ‘‘ are preferred keyskillsEducation
- UG:_Any Graduate

**Company Profile**:
DIN Engineering Services LLP
- DIN Engineering Services offers World-Class, Multi-Platform, Multi-Discipline Engineering Design/Drafting and IT/ITes Staffing Services to its global clientele.
- The company, established in 1999, takes pride in having several long-term customer relationships spread in over 20 countries. The Company is ISO 9001:2008 quality certified, ISMS 27001:2005 certified, Member of FIEO, SEIA and with over a team of 500 professionals operates from multiple locations including the Special Economic Zone (NSEZ).
- With its Global delivery model, SLA driven performance, Reliable quality & processes designed in-line with LEAN, Kaizen and Six Sigma methodologies, the Company has regularly featured amongst the Top Engineering Design companies in India and The Best Places To Work. The Company's IT/ITes Staffing Services, enables customers to maximize their ability to source and engage quality talent directly or within the MSP frameworks.- Company Info- Contact Company:_DIN Engineering Services LLP
- Address:_SDF A-04,FIRST FLOOR, NSEZ,DADRI ROAD,PHASE II, NOIDA, Noida'‰, '‰UP, NOIDA, Uttar Pradesh, India