Associate - Customer Retention & Engagement

DrinkPrime; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Competitive salary + performance-based incentives

Learning and development opportunities

Career growth within Customer Experience and Operations

Job summary

DrinkPrime is seeking a Customer Retention Specialist based in Bengaluru. This role involves engaging with customers through calls, emails, and chat to enhance loyalty and reduce churn. Candidates should have 1–3 years of experience in customer support or sales, strong communication skills, and the ability to handle difficult conversations. The position offers a full-time role with competitive salary, performance incentives, and opportunities for career growth in a dynamic environment.

Qualifications

• 1–3 years of experience in Customer Support, Retention, or Inside Sales.
• Strong verbal and written communication skills.
• Basic knowledge of CRM tools.

Responsibilities

• Connect with customers raising requests for cancellation or subscription issues.
• Identify and resolve issues faced by customers during their tenure.
• Meet and exceed retention and customer satisfaction targets.

Skills

Strong communication skills

Problem-solving skills

Negotiation skills

Empathy

Ability to handle difficult conversations

Tools

CRM tools

Job description

Customer Retention Specialist

Location: Bangalore

Department: Customer Experience / Retention

Employment Type: Full-time

About the Role

We are looking for a Customer Retention Specialist who will play a key role in driving customer loyalty and reducing churn. This role requires engaging with customers across calls, emails, and chat in a fast-paced, customer-centric environment. The ideal candidate should be empathetic, solution-oriented, and skilled at handling customer concerns effectively.

Key Responsibilities

• Connect with customers who raise requests for cancellation or unsubscribe
• Understand the customer journey and identify issues faced during their tenure
• Retain customers by addressing concerns and offering suitable solutions or plans
• Provide relevant offers, alternatives, or service adjustments to improve retention
• Manage end-to-end closure for non-retained customers, including return pickups and refunds
• Ensure timely follow-ups and maintain high-quality customer interactions across channels (Call, Email, Chat)
• Capture customer feedback and insights to improve retention strategies
• Stay updated on company policies, processes, and ongoing promotions
• Meet and exceed retention and customer satisfaction targets

Requirements

• 1–3 years of experience in Customer Support / Retention / Inside Sales
• Strong communication skills (verbal and written)
• Good problem-solving and negotiation skills
• Ability to handle difficult conversations with empathy and professionalism
• Comfortable working in a fast-paced and target-driven environment
• Basic knowledge of CRM tools is preferred

What We Offer

• Competitive salary + performance-based incentives
• Opportunity to work in a high-growth, fast-paced environment
• Learning and development opportunities
• Career growth within Customer Experience and Operations

Working Details

• Work Mode: Work from Office
• Shift: Rotational shifts / Week-offs