Retention Executive

Role & responsibilities

• Handle inbound/outbound calls to retain customers expressing dissatisfaction or wanting to cancel services.
• Negotiate and offer alternative solutions (discounts, service upgrades, or tailored plans) to save customer accounts.
• Analyze customer feedback to identify pain points and suggest process improvements.
• Maintain accurate records of all customer interactions, retention efforts, and final outcomes in the CRM system.
• Meet daily, weekly, and monthly retention targets (Save Rate KPIs).
• 
  Maintain high levels of professionalism, empathy, and patience while handling difficult conversations.

Preferred candidate profile

• Experience: Fresher and Minimum 6 months to 2 years of experience in BPO, specifically in Customer Retention, Save Desk, or Collections.

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  Communication: Excellent verbal and written English communication skills
• Skills: Strong negotiation, persuasion, and conflict-resolution skills.
• Education: Graduates/Undergraduates with relevant experience.
• Flexibility: Willingness to work in rotational shifts/nights.