Customer Retention - Voice / Blended - Thane

Role Summary: We are seeking a motivated and detail-oriented individual with an LLB degree to join our team as a Customer Retention Specialist. In this role, you will be instrumental in retaining our valuable customers by addressing their concerns, resolving issues, and ensuring a positive post-purchase experience. Your legal background will be an asset in understanding customer grievances and providing effective solutions. This is an excellent opportunity for someone with 0-2 years of experience to grow in a dynamic e-commerce environment.

Key Responsibilities:

Handle inbound and outbound customer calls and other communication channels (email, chat) to address inquiries and resolve issues related to product satisfaction, delivery, and returns.

Proactively engage with customers to understand their needs and offer solutions that encourage repeat business and loyalty.

Utilize your understanding of consumer rights and legal frameworks to interpret and address customer complaints effectively and fairly.

Document all customer interactions, issues, and resolutions accurately in the CRM system.

Collaborate with internal teams (e.g., logistics, sales, product) to resolve complex customer issues.

Identify trends in customer feedback and escalate recurring issues to management for process improvement.

Contribute to developing and improving customer retention strategies.