Refund Executive
6 days ago
Role: Refund & Retention Executive
Experience: 1 Year to 3Years
Type: Full Time
Shift: Rotational Shift
Week Off: Rotational
Key responsibilities may include:
Refund Processing: Efficiently handling refund requests, verifying eligibility, and ensuring
accurate processing according to company policies.
Customer Interaction: Engaging with customers seeking refunds, actively listening to their
concerns, and providing clear explanations regarding refund policies.
Handling Frustrated Customers: Identifying at-risk customers during refund requests,
proactively reaching out to understand their dissatisfaction, and offering solutions to retain
their business.
Retention Strategies: Implementing targeted retention programs like loyalty offers,
exclusive deals, or product upgrades to incentivize customers to stay.
Customer Feedback Analysis: Analyzing customer feedback from refund interactions to
identify trends and areas for improvement in products, services, or customer service
processes.
Data Management: Maintaining accurate records of refund requests, customer interactions,
and key retention metrics within the CRM system.
Escalation Management: Handling complex refund disputes or escalated customer issues,
collaborating with relevant departments to find effective resolutions.
Required Skills:
Excellent Communication Skills: Ability to clearly explain policies, address customer
concerns, and build rapport with customers.
Problem-Solving Skills: Identifying root causes of customer dissatisfaction and providing
practical solutions to resolve issues.
Customer Focus: Prioritizing customer satisfaction and actively seeking ways to exceed
their expectations.
Analytical Skills: Analyzing data to identify customer trends and patterns to inform
retention strategies.
CRM Proficiency: Expertise in using customer relationship management systems to track
customer interactions and manage data effectively.
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