Customer Retention Executive – Subscription Assistance

The Elite Job; Bengaluru; Remoto; INR 260.000 - 420.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible scheduling

Remote or hybrid working opportunities

Initial training and ongoing skills

Career development opportunities

Employee recognition programmes

Paid leave

Descrizione del lavoro

The Elite Job in Bengaluru is seeking a Customer Retention Executive – Subscription Assistance to assist customers with subscription inquiries, plan options, and renewal decisions while driving loyalty.

Open to freshers and experienced professionals, the role emphasizes clear communication, problem solving, CRM usage, and cross-functional collaboration to improve the subscription experience and retention metrics.

Competenze

• Strong verbal and written communication is required.
• Ability to listen actively and understand customer concerns.
• Willingness to learn subscription products, policies, and retention strategies.

Mansioni

• Communicate with existing customers to understand needs and strengthen relationships.
• Explain subscription plans, renewal dates, and billing terms.
• Handle cancellation requests professionally and present alternatives.
• Resolve customer issues by coordinating with internal teams.
• Assist with renewals and payments inquiries per company policies.
• Document interactions and outcomes in the CRM.

Conoscenze

Communication skills

Active listening

Customer focus

Cancellation handling

Computer literacy

Product knowledge

Problem solving

Interpersonal skills

Time management

Attention to detail

Retention methods

Professionalism

Formazione

High school diploma preferred

Fresh graduates welcome

Strumenti

CRM platforms

Ticketing systems

Descrizione del lavoro

Job Summary

The Elite Job is seeking a motivated, customer-focused, and results-oriented Customer Retention Executive – Subscription Assistance to join our customer service team. This role is ideal for individuals who enjoy communicating with customers, solving problems, building long-term relationships, and helping customers receive maximum value from subscription-based products and services.

The successful candidate will be responsible for assisting customers with subscription-related enquiries, understanding cancellation requests, addressing service concerns, explaining available plans, and providing suitable solutions that encourage customer satisfaction and long-term loyalty. The role requires a professional approach, active listening, patience, and the ability to communicate clearly with customers through phone calls, emails, live chat, or other approved communication channels.

As a Customer Retention Executive, you will help identify the reasons behind customer dissatisfaction and recommend appropriate solutions, such as plan adjustments, subscription changes, service guidance, or eligible retention offers. You will also work closely with internal teams to resolve recurring issues, improve customer experiences, and support the companys customer retention objectives.

This opportunity is suitable for freshers looking to begin a career in customer service as well as experienced professionals seeking to develop their skills in customer relationship management, subscription support, and retention operations. Candidates who demonstrate a willingness to learn, a positive attitude, and a commitment to ethical customer service are encouraged to apply.

Key Responsibilities

• Customer Retention and Relationship Management: Communicate with existing customers to understand their needs, address concerns, and identify opportunities to strengthen customer relationships and encourage continued use of subscription services.
• Subscription Assistance: Help customers understand subscription plans, renewal dates, billing cycles, account status, available features, and applicable terms and conditions.
• Cancellation Request Management: Handle subscription cancellation requests professionally by identifying the customers reasons for leaving and explaining relevant alternatives without pressuring the customer to continue.
• Customer Concern Resolution: Listen carefully to customer complaints, investigate reported issues, and provide accurate solutions or elevate complex cases to the appropriate department.
• Plan Recommendations: Explain available subscription options and recommend suitable plans based on customers stated needs, preferences, and budgets.
• Renewal Support: Assist customers with subscription renewals, payment-related enquiries, renewal reminders, and other account-related activities in accordance with company policies.
• Billing and Payment Assistance: Respond to questions about subscription charges, invoices, payment failures, refunds, and billing discrepancies. Coordinate with the relevant team when further investigation is required.
• Retention Offers and Alternatives: Communicate approved discounts, promotional offers, plan modifications, or temporary subscription options when applicable and appropriate for the customers situation.
• Customer Communication: Handle inbound and outbound calls, emails, live chats, and other assigned communication channels using a polite, professional, and customer-friendly approach.
• Customer Feedback Collection: Gather feedback about subscription services, customer expectations, product limitations, and reasons for dissatisfaction to help identify improvement opportunities.
• CRM Documentation: Maintain accurate records of customer conversations, retention efforts, subscription changes, complaints, follow-up activities, and final resolutions in the customer relationship management system.
• Follow-Up Activities: Contact customers when necessary to confirm that reported issues have been resolved and that agreed actions have been completed.
• Cross-Functional Collaboration: Work with billing, technical support, sales, and customer success teams to resolve customer concerns and improve the overall subscription experience.
• Performance Monitoring: Work toward established customer satisfaction, retention, response-time, quality, and productivity targets.
• Policy Compliance: Follow company procedures, customer privacy requirements, data protection standards, and ethical communication practices while handling customer information.
• Continuous Improvement: Participate in training sessions, team meetings, and performance reviews to improve product knowledge, communication skills, and customer retention techniques.

Required Skills and Qualifications

Educational Qualifications

A high school diploma or equivalent qualification is preferred; a bachelors degree may be an advantage depending on the role requirements.

Candidates from any academic background may apply if they demonstrate suitable communication and customer service skills.

Fresh graduates and candidates seeking entry-level employment are welcome to apply.

Additional training or certification in customer service, sales, communication, or customer relationship management is an advantage but is not mandatory unless specified by the employer.

Required Skills

• Strong verbal and written communication skills.
• Good listening skills and the ability to understand customer concerns.
• A customer-focused attitude with a genuine interest in helping people.
• Ability to handle cancellation requests and service complaints calmly and professionally.
• Basic computer knowledge and familiarity with email, spreadsheets, web applications, and customer support tools.
• Ability to learn subscription products, pricing structures, billing procedures, and company policies.
• Good problem-solving and decision-making abilities.
• Strong interpersonal skills and the ability to build positive customer relationships.
• Effective time management and the ability to manage multiple customer enquiries.
• Attention to detail when recording customer information and subscription changes.
• Willingness to learn customer retention methods and improve performance through feedback.
• Ability to maintain professionalism when dealing with dissatisfied or frustrated customers.

Experience

The position is open to both freshers and experienced candidates, depending on the employers recruitment requirements.

For Freshers:

• Previous work experience is not necessarily required for entry-level opportunities.
• Candidates should demonstrate clear communication, a willingness to learn, reliability, and a positive attitude.
• Training may be provided on subscription services, customer support procedures, CRM systems, and retention techniques, depending on the employers onboarding programme.

For Experienced Candidates:

• Experience in customer service, customer support, telecalling, telesales, subscription management, customer success, or customer relationship management is beneficial.
• Previous experience handling cancellation requests, renewal enquiries, customer complaints, or retention campaigns is an advantage.
• Familiarity with CRM platforms, ticketing systems, customer satisfaction metrics, and service quality standards is preferred.
• Candidates should be comfortable learning new tools, following established procedures, and working toward clearly communicated performance expectations.

Working Hours

• Working hours will depend on the employment arrangement, customer coverage requirements, and business operations.
• Full-Time: Typically 8-9 hours per day, including applicable breaks, according to the employers schedule.
• Part-Time: Flexible or reduced working hours may be available for eligible positions.
• Shift Options: Day, evening, rotational, or night shifts may apply depending on customer time zones and operational requirements.
• Remote Work: Work-from-home arrangements may be available for selected positions, subject to employer approval and role requirements.
• Weekly Schedule: Five or six working days per week may apply, with weekly offs determined by the employment arrangement.
• Training Schedule: New employees may need to attend initial training and orientation sessions according to the assigned schedule.

The confirmed working hours, weekly offs, shift arrangements, and work location will be communicated during the recruitment process.

Knowledge, Skills, and Abilities

Knowledge

Understanding of customer service principles and customer relationship management.

Basic knowledge of subscription-based business models, renewals, cancellations, and account management.

Awareness of customer satisfaction and retention practices.

Understanding of billing enquiries, payment issues, refunds, and subscription plan changes.

Familiarity with customer data confidentiality and responsible information handling.

Willingness to develop knowledge of the companys products, services, and customer support policies.

Skills

• Communication: Explain subscription details and service options in simple, clear language.
• Active Listening: Identify the real reason behind a customers cancellation request or dissatisfaction.
• Problem-Solving: Find practical solutions within approved company policies.
• Persuasion and Negotiation: Present relevant alternatives professionally while respecting customer decisions.
• Conflict Resolution: Handle difficult conversations with patience, empathy, and composure.
• Computer Literacy: Use digital tools to access customer records, update account information, and document interactions.
• Organization: Prioritize customer requests, follow-up activities, and assigned tasks efficiently.
• Teamwork: Collaborate with colleagues and other departments to resolve issues effectively.

Abilities

• Ability to remain calm and professional during challenging customer interactions.
• Ability to understand customer needs and suggest appropriate solutions.
• Ability to explain subscription terms, renewal conditions, and available alternatives accurately.
• Ability to manage multiple enquiries while maintaining service quality.
• Ability to follow established procedures and meet reasonable performance expectations.
• Ability to adapt to changing customer needs, products, and internal processes.
• Ability to learn from coaching, feedback, and quality assessments.
• Ability to maintain accurate customer records and handle confidential information responsibly.

Benefits

• Competitive salary based on experience, skills, location, and job responsibilities.
• Performance-based incentives where applicable.
• Flexible scheduling options for eligible positions.
• Remote or hybrid working opportunities for approved roles.
• Initial training and ongoing professional development.
• Opportunities to develop communication, customer relationship management, and problem-solving skills.
• Supportive team collaboration and access to guidance from supervisors.
• Career development opportunities within customer service, customer success, account management, quality assurance, and team leadership.
• Employee recognition programmes, where offered.
• Paid leave and other employment benefits according to the applicable company policy and employment agreement.

Important: Benefits, incentives, remote-work arrangements, and leave entitlements are subject to confirmation by the employer and should not be considered guaranteed unless included in the official offer.

Why Join The Elite Job?

Joining The Elite Job can be an opportunity to develop valuable professional skills while contributing to positive customer experiences and long‑term customer relationships.

Build a Strong Career Foundation: Develop practical experience in customer communication, service recovery, subscription management, and customer relationship building.

Opportunities for Freshers: Entry‑level applicants may gain exposure to customer service operations and learn professional workplace practices, subject to the positions training arrangements.

Develop Transferable Skills: Improve problem‑solving, active listening, negotiation, time management, and conflict‑resolution skills that are useful across multiple industries.

Learn Customer Retention Strategies: Gain experience understanding customer behaviour, identifying service concerns, explaining alternatives, and supporting subscription renewals.

Career Growth Potential: With strong performance, additional training, and suitable vacancies, employees may progress toward senior customer support, customer success, retention specialist, quality analyst, or team leader roles.

Customer‑Focused Work Environment: Contribute to a service culture that values respectful communication, accurate information, responsible problem‑solving, and customer satisfaction.

Professional Development: Build confidence in digital communication tools, CRM systems, customer support processes, and service performance standards.

At The Elite Job, the role offers an opportunity for candidates who are motivated to learn, enjoy helping customers, and want to develop a career in customer service and relationship management.