Team Member - Retention

About the Role

We are looking for a dedicated and customer-focused Team Member - Retention to join our growing team in India. In this role, you will be responsible for engaging with existing customers to understand their concerns, address dissatisfaction, and implement effective strategies to retain their loyalty. You will serve as a critical bridge between the organization and its customers, ensuring that every interaction leaves a lasting positive impression. This is an excellent opportunity for individuals who are passionate about customer success, possess strong communication skills, and thrive in a fast-paced, target-driven environment.

Key Responsibilities

• Proactively reach out to customers identified as at-risk of churning and engage them through personalized conversations to understand their concerns and offer tailored solutions.
• Handle inbound and outbound calls, emails, and chat interactions with professionalism, empathy, and a solution-oriented mindset to retain customers effectively.
• Analyze customer feedback and usage patterns to identify root causes of dissatisfaction and collaborate with internal teams to resolve issues promptly.
• Present relevant product upgrades, offers, loyalty programs, or service enhancements to customers in a compelling and transparent manner.
• Maintain accurate and up-to-date records of all customer interactions, retention outcomes, and escalations within the CRM system.
• Meet and consistently exceed individual and team retention targets, contributing to overall business revenue and customer lifetime value goals.
• Coordinate with cross-functional teams including Sales, Product, and Customer Support to ensure seamless resolution of customer concerns and improve overall experience.
• Participate in regular training sessions and team meetings to stay updated on product knowledge, retention techniques, and industry best practices.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field is preferred; equivalent work experience will also be considered.
• Minimum 1–3 years of experience in customer retention, customer service, inside sales, or a related customer-facing role.
• Excellent verbal and written communication skills in English; proficiency in Hindi or regional languages is an added advantage.
• Strong negotiation, active listening, and conflict resolution skills with the ability to handle difficult conversations with confidence and composure.
• Comfortable working with CRM platforms such as Salesforce, Zoho, or similar tools, and proficient in MS Office applications.
• Self-motivated, goal-oriented individual with a demonstrated ability to work independently as well as collaboratively within a team environment.
• Ability to work flexible shifts, including weekends or extended hours, as required by business needs.

Benefits

• Competitive Compensation: Attractive fixed salary with a performance-linked incentive structure that rewards your retention achievements and contributions.
• Health and Wellness: Comprehensive medical insurance coverage for you and your immediate family, along with access to employee wellness programs.
• Career Growth: Structured career development pathways, mentorship programs, and regular learning opportunities to help you advance within the organization.
• Work-Life Balance: Paid time off, public holidays, and a supportive workplace culture that values the well-being and personal commitments of every team member.
• Inclusive Environment: A diverse, collaborative, and inclusive workplace where every voice is respected and innovation is encouraged at every level.