Customer Retention - Non Voice (3-5 Yrs) at TCS

We are seeking a dedicated and experienced Customer Retention Specialist with a non-voice focus to join our team at TCS in Chennai. This role is crucial for maintaining and enhancing our relationships with existing clients, ensuring their satisfaction and continued engagement with our IT services and consulting offerings. The ideal candidate will have a strong understanding of customer relationship management, excellent analytical skills, and a proactive approach to problem-solving.

Key Responsibilities:

Proactively monitor customer accounts and identify potential churn risks through data analysis and feedback.

Develop and implement tailored retention strategies for key accounts to ensure long-term loyalty.

Analyze customer feedback, usage patterns, and support tickets to identify areas for service improvement.

Communicate effectively with customers via email, chat, and other non-voice channels to address concerns and provide solutions.

Collaborate with internal teams (Sales, Support, Product) to resolve customer issues and improve the overall customer experience.

Track and report on key retention metrics, providing insights and recommendations to management.

Educate clients on new features, services, and best practices to maximize their value from our offerings.

Maintain up-to-date customer records and interactions in the CRM system.