Retention Executive

Job Title: Collection & Retention Executive Outbound Calling English, Telugu & Hindi - All three Languages are MandatoryJob Summary:We are looking for a proactive and persuasive Collection & Retention Executive to manage outbound calls aimed at recovering overdue payments and retaining existing customers. The ideal candidate will be responsible for maintaining a balance between securing timely collections and ensuring customer satisfaction, thus reducing churn and improving overall customer value.

Key Responsibilities:Collections:

• Initiate outbound calls to customers with overdue accounts to recover pending payments.
• Educate customers on their dues, payment options, and potential consequences of non-payment.
• Record promises-to-pay (PTPs) and follow up to ensure fulfillment.
• Update payment status and customer interactions accurately in the system.

Retention:

• Identify reasons for customer dissatisfaction or intent to discontinue service.
• Offer customized solutions, discounts, or service modifications to retain customers.
• Handle service-related grievances and coordinate with internal teams for resolution.
• Build rapport with customers and reinforce the value of the product or service.

General:

• Achieve daily, weekly, and monthly collection and retention targets.
• Maintain high call quality and customer service standards.
• Ensure adherence to compliance, privacy, and regulatory guidelines.
• Provide feedback to management on recurring customer issues or trends.

Requirements:

• Education: Minimum Graduate in any discipline.
• Experience: 13 years in collections, retention, customer service, or telecalling (BPO or service industry preferred).
• Skills:
• Strong communication and negotiation skills.
• Good listening and problem-solving abilities.
• Customer-focused with a persuasive approach.
• Basic computer knowledge and familiarity with CRM tools.
• Proficiency in languages as applicable English, Hindi & Telugu].
• Fixed salary + attractive incentives on sales performance
• Opportunities for career growth in sales and business development
• Training and development programs to enhance sales skills
• Fun and collaborative work culture.

Key Performance Indicators (KPIs):

• Collection Rate / Recovery Efficiency
• Retention Rate / Customer Churn Reduction
• Call Volume & Productivity
• PTP to Payment Conversion Ratio
• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)

Interested candidates can directly come for Walk-In location. Contact via 9121803768On Spot Offer Letter will be released.