Customer Retention - Non Voice - LLM Professionals (3-5 Yrs)

Role Summary: We are seeking a dedicated and analytical Customer Retention Specialist with a background in Legal and Law (LLM) to join our growing team in Vishakhapatnam. In this non-voice role, you will be instrumental in developing and executing strategies to enhance customer loyalty and reduce churn, leveraging your legal acumen to understand and address complex customer issues. You will work closely with cross-functional teams to ensure a superior customer experience.

Key Responsibilities:

Develop and implement proactive customer retention strategies tailored to diverse customer segments.

Analyze customer feedback, legal documentation, and service interactions to identify root causes of churn and dissatisfaction.

Utilize your LLM knowledge to interpret customer contracts, terms of service, and regulatory requirements to resolve complex queries and disputes.

Collaborate with sales, product, and legal teams to advocate for customer needs and drive service improvements.

Create and manage non-voice communication channels (e.g., email, chat, ticketing systems) for customer support and engagement.

Monitor customer health scores and proactively engage at-risk customers with tailored solutions.

Contribute to the development of knowledge base articles and self-service resources for customers.

Track and report on key retention metrics, providing insights and recommendations for improvement.