Customer Retention Executive

1 day ago

Delhi NCR, India Paytm Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Customer Care Executive

We are hiring a dedicated and customer-focused Retention Agent to join our team. The role focuses on engaging with existing customers to prevent cancellations, resolve issues, and ensure customer satisfaction. The ideal candidate will have a background in loan or other financial service tele calling and the ability to handle objections with empathy and professionalism.

Please Note - This is a 6 day working profile with rotational shifts and off role position.

Key Responsibilities:

  • Make outbound calls to customers who intend to cancel or discontinue services.
  • Identify root causes of dissatisfaction and offer appropriate solutions to retain customers.
  • Build rapport and trust with customers through clear, empathetic communication.
  • Update CRM systems with call outcomes, feedback, and next steps.
  • Handle incoming support tickets efficientlyresponding, resolving, or escalating issues as needed.
  • Collaborate with other teams to resolve customer issues promptly and effectively.

Requirements:

  • Minimum 1 year of experience in a customer retention, tele calling, or customer support role.
  • Excellent communication and persuasion skills in English and Hindi.
  • Strong problem-solving abilities and objection-handling skills.
  • Comfortable working in a fast-paced, target-driven environment.
  • Proficiency in using CRM tools and MS Office applications.
  • Comfortable with 100% calling process and working in 24x7 rotational shifts with alternate offs.

Preferred Qualifications:

Bachelor's degree in Business, Marketing, Finance, or related field.

Prior experience in the financial services, telecom, or subscription-based industry is a plus.

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