Customer Retention & Engagement Associate

DrinkPrime; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

DrinkPrime is seeking a Customer Retention Specialist to enhance customer loyalty and retention. In this role, you will communicate with customers through calls, emails, and chats to address issues and improve their experience.

Your responsibilities will include resolving customer queries, arranging refunds, and developing retention strategies based on feedback. The ideal candidate must possess strong communication skills and an ability to adapt their approach to meet customer needs.

Qualifications

• Excellent communication skills.
• Ability to develop customer retention strategies.

Responsibilities

• Connect with customers who raise requests to unsubscribe.
• Understand the customer’s journey and gather information about issues faced.
• Retain customers by resolving their issues and providing suitable offers.
• Arrange return pick-up and refunds for non-retained customers.
• Develop new retention strategies based on customer feedback.
• Maintain knowledge of current promotions and processes.

Job description

Our Customer Retention Specialist plays a crucial part in the mission towards the growth of the organisation by improving customer retention & loyalty. In a fun and fast‑paced environment, this position requires Call, Email, and chat communication with customers.

What will you be doing...

• Connect with the customers who raise requests to unsubscribe
• Understand the customer’s journey & gather information about issues faced during the tenure
• Retain customers by resolving their issues & providing suitable offers
• Arrange return pick-up & refunds for customers that could not be retained and close loop
• Develop new retention strategies based on customer’s feedback & journey
• Maintain up-to-date knowledge of the company’s current promotions & processes necessary to meet or exceed Retention goals