Customer Retention Executive

Drink Prime; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Job summary

Drink Prime in Bengaluru is seeking an experienced Customer Retention Specialist to drive loyalty and reduce churn. You will engage with customers via calls, emails, and chats in a fast-paced, customer-centric environment.

The ideal candidate is empathetic, solution-oriented, and skilled at handling concerns while meeting retention and satisfaction targets. This full-time role requires work from office in Bangalore.

Qualifications

• 13 years of experience in customer support, retention or inside sales.
• Strong verbal and written communication skills.
• Good problem-solving and negotiation abilities.
• Ability to handle difficult conversations with empathy and professionalism.
• Comfortable in fast-paced, target-driven environments.
• Basic knowledge of CRM tools preferred.

Responsibilities

• Connect with customers raising cancellations or unsubscribe requests.
• Understand the customer journey and identify issues faced.
• Retain customers by addressing concerns and offering suitable solutions.
• Provide offers, alternatives, or plan adjustments to improve retention.
• Close non-retained cases, including returns and refunds.
• Ensure timely follow-ups and high-quality interactions.
• Capture feedback to improve retention strategies.
• Stay updated on policies and ongoing promotions.
• Meet and exceed retention and customer satisfaction targets.

Skills

Customer retention

Communication

Problem solving

Negotiation

Empathy

Target-driven

CRM tools

Tools

CRM tools

Job description

Role & responsibilities

Customer Retention Specialist

Location: BangaloreDepartment: Customer Experience / RetentionEmployment Type: Full-timeWork Mode: Work from OfficeShift: Rotational Shifts / Week-offs

About the Role

We are looking for a Customer Retention Specialist to play a key role in driving customer loyalty and reducing churn. The role involves engaging with customers through calls, emails, and chats in a fast-paced, customer-centric environment.

The ideal candidate should be empathetic, solution-oriented, and skilled in handling customer concerns effectively.

Key Responsibilities

• Connect with customers who raise cancellation or unsubscribe requests.
• Understand the customer journey and identify issues faced during their tenure.
• Retain customers by addressing concerns and offering suitable solutions or alternative plans.
• Provide relevant offers, alternatives, or service adjustments to improve customer retention.
• Manage end-to-end closure for non-retained customers, including return pickups and refund processing.
• Ensure timely follow-ups and maintain high-quality customer interactions across calls, emails, and chats.
• 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

• 13 years of experience in Customer Support, Customer Retention, or Inside Sales.
• Strong verbal and written communication skills.
• Good problem-solving and negotiation abilities.
• 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 with performance-based incentives.
• Opportunity to work in a high-growth, fast-paced env