a Customer Retention Executive

5 days ago

Bengaluru, Karnataka, India Kaapi Machines Full time

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:
    1–3 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.

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