Customer Retention Associate SMB Support

2 weeks ago

Delhi Gurugram NCR Noida, India DIN Engineering Services (DIN) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview:

We are hiring Customer Retention Associates to support Adobes SMB (Small & Medium Business) customers. In this role, you will manage inbound cancellation requests, resolve product-related issues, and retain customers by delivering exceptional support and value. This is a blended support role (chat, email, phone) focused on resolving issues and preventing churn through personalised service.

Key Responsibilities:

  • Handle inbound queries across phone, chat, email, or web related to service cancellations and account issues
  • Build rapport with customers and confidently address their concerns to retain business
  • Identify the root cause of customer dissatisfaction and offer tailored solutions or retention offers
  • Accurately document all customer interactions, reasons for cancellation, and outcomes in the CRM
  • Collaborate with internal teams to escalate and resolve customer issues promptly
  • Stay up to date with Adobe products, services, and offers to make persuasive retention pitches
  • Follow standard operating procedures (SOPs) and adhere to quality and compliance guidelines
  • Maintain a calm and professional tone in all communications, especially during high-pressure interactions
  • Deliver exceptional customer experience by responding to all queries in a timely and courteous manner
  • Highlight process improvements and common pain points to reduce future cancellations

Required Skills & Experience:

  • Graduate in any discipline (Technical background preferred but not mandatory)
  • 13 years of experience in customer support/retention / technical support / inside sales
  • Strong communication skills in English both verbal and written (neutral accent preferred)
  • Ability to understand customer sentiment and tailor responses accordingly
  • Experience handling objections and negotiating effectively to prevent churn
  • Familiarity with CRM tools and support ticketing systems (e.g., Salesforce, Zendesk)
  • Comfortable with multitasking and managing conversations across multiple channels
  • Ability to work under pressure and handle escalations with professionalism
  • Strong problem-solving skills and attention to detail

Key Traits for Success:

  • Customer-focused and empathetic
  • Confident, persuasive, and assertive communicator
  • Quick learner with adaptability to new tools and processes
  • Responsible, dependable, and proactive
  • High integrity in handling customer information and retention offers

Why Join Us?

  • Be part of Adobe's global customer support team
  • Opportunity to make a real impact by helping SMB customers succeed
  • Fast-paced, collaborative, and inclusive work environment
  • Learning and growth opportunities in the tech support and customer success domain

To Apply:

Send your resume to:

Call or WhatsApp your resume to Pallavi –

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