Customer retention executive

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). ...