Customer Retention - Voice / Blended Careers in Vishakhapatnam (2-4 Yrs)

Indian Centre for Social Transformation (ICST)

Applicants0

Posted1 day ago

Job Highlights

Experience2 - 4 Yrs

Salary9-11 LPA

LocationVishakhapatnam

Work ModelHybrid

RoleCustomer Retention - Voice / Blended

Openings2

EmploymentFull-Time

EducationAny Postgraduate

Required Skills

Excellent verbal and written communication skills in English and Telugu.Proven experience in customer service, customer success, or retention roles (2-4 years).Strong problem-solving and negotiation abilities.Proficiency in CRM software (e.g., Salesforce, Zoho CRM).Ability to handle high-volume inbound and outbound calls.Active listening and empathy.Customer-centric approach.Ability to work independently and as part of a team.Adaptability and resilience in a fast-paced environment.Any Postgraduate degree.

Job Description

We are seeking a dedicated and experienced Customer Retention Specialist to join our team in Vishakhapatnam. This role is crucial for maintaining and strengthening our relationships with our valued supporters and beneficiaries. You will be instrumental in ensuring high levels of engagement and satisfaction through voice and blended communication channels.

Key Responsibilities:

Proactively engage with existing supporters and stakeholders through phone calls, emails, and other communication channels to understand their needs and ensure continued involvement.

Address inquiries, concerns, and feedback from customers promptly and effectively, aiming for first-contact resolution.

Develop and implement strategies to improve customer retention rates and build long-term loyalty.

Identify opportunities to upsell or cross-sell relevant programs or services based on customer needs and engagement levels.

Maintain accurate and detailed records of customer interactions, feedback, and outcomes in the CRM system.

Collaborate with internal teams to resolve complex customer issues and contribute to service improvement initiatives.

Contribute to the development of customer retention scripts, FAQs, and communication materials.

Analyze customer data and trends to identify potential churn risks and areas for proactive intervention.

Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, retention, and engagement.

About Indian Centre for Social Transformation (ICST)

The Indian Centre for Social Transformation (ICST) is a non-profit organization dedicated to fostering sustainable development and social justice across India. Established in 2005, ICST works with marginalized communities to empower them through education, skill development, and livelihood programs. Our mission is to create a society where every individual has the opportunity to reach their full potential and contribute to national progress. We collaborate with government agencies, other NGOs, and corporate partners to implement impactful projects in rural and urban areas, focusing on areas such as women empowerment, child welfare, and environmental sustainability.