Customer Retention - Voice / Blended

Role Summary:
As a Customer Retention Specialist, you will be instrumental in building and maintaining strong relationships with our existing customer base. You will proactively engage with customers through voice and blended channels to understand their needs, address concerns, and promote loyalty. Your primary goal will be to reduce churn and increase customer lifetime value by ensuring customer satisfaction and identifying opportunities for upselling or cross-selling relevant Paytm services.

Key Responsibilities:

• Proactively reach out to existing customers via phone calls, emails, and other communication channels to build rapport and ensure satisfaction.
• Identify at-risk customers and implement retention strategies to prevent churn.
• Understand customer needs and pain points, providing solutions and support to enhance their experience with Paytm services.
• Educate customers on new features, benefits, and services offered by Paytm that align with their usage patterns.
• Handle customer escalations and resolve complex issues efficiently and effectively.
• Maintain accurate records of customer interactions, feedback, and actions taken in the CRM system.
• Collaborate with internal teams (e.g., Sales, Product, Support) to share customer insights and improve overall customer experience.
• Achieve and exceed customer retention targets and key performance indicators (KPIs).