Join our team as Customer Retention - Non Voice (2-4 Yrs)

Role Summary:
We are seeking a dedicated and customer-focused individual to join our team as a Customer Retention Specialist - Non Voice. In this role, you will play a crucial part in ensuring customer loyalty and satisfaction by proactively engaging with clients, understanding their needs, and resolving issues through non-voice channels. This position is ideal for a BBA/BBM graduate with 2-4 years of experience in customer service or a related field, looking to build a career in client retention within the dynamic content and language industry.

Key Responsibilities:
- Proactively engage with existing customers via email, chat, and other non-voice channels to build strong relationships and foster loyalty.
- Understand customer needs and identify opportunities to offer relevant solutions or services that enhance their experience.
- Address customer inquiries, concerns, and feedback promptly and effectively, aiming for first-contact resolution.
- Analyze customer data and feedback to identify trends, potential churn risks, and areas for service improvement.
- Develop and implement strategies to reduce customer churn and increase customer lifetime value.
- Collaborate with internal teams (e.g., sales, product, support) to ensure a seamless customer experience.
- Maintain accurate and detailed records of customer interactions and feedback in the CRM system.
- Contribute to the continuous improvement of retention strategies and processes.