Customer Retention Executive

Elxer Communications; Raipur; On-site; INR 300,000 - 600,000; Full time

Job summary

Elxer Communications in Raipur, India seeks a customer retention specialist. You will contact existing customers to understand concerns, resolve service issues, and implement retention strategies to reduce churn.

You will coordinate with field teams for payment collection and share feedback with relevant departments. You will follow up on pending payments and renewals, maintain records of interactions and payment status, and communicate with customers by calls, messages, and emails to achieve

Responsibilities

• Contact existing customers to understand their concerns and improve customer satisfaction.
• Handle customer retention activities by resolving service-related issues and preventing customer churn.
• Follow up with customers regarding pending payments, renewals, and overdue accounts.
• Manage recovery calls and coordinate with field teams for payment collection wherever required.
• Provide suitable solutions, offers, and service assistance to retain customers.
• Maintain regular communication with customers through calls, messages, and emails.
• Identify reasons for customer dissatisfaction and share feedback with relevant departments.
• Maintain accurate records of customer interactions, complaints, payment status, and recovery updates.
• Coordinate with technical, sales, and support teams for faster issue resolution.
• Achieve monthly retention, renewal, and recovery targets.

Job description

Key Responsibilities:

• Contact existing customers to understand their concerns and improve customer satisfaction.
• Handle customer retention activities by resolving service-related issues and preventing customer churn.
• Follow up with customers regarding pending payments, renewals, and overdue accounts.
• Manage recovery calls and coordinate with field teams for payment collection wherever required.
• Provide suitable solutions, offers, and service assistance to retain customers.
• Maintain regular communication with customers through calls, messages, and emails.
• Identify reasons for customer dissatisfaction and share feedback with relevant departments.
• Maintain accurate records of customer interactions, complaints, payment status, and recovery updates.
• Coordinate with technical, sales, and support teams for faster issue resolution.
• Achieve monthly retention, renewal, and recovery targets.