Recruiting for Customer Retention - Non Voice - Railways Team (1-2 Yrs)

We are seeking a dedicated and analytical Customer Retention Specialist with 1-2 years of experience and an MCA degree to join our Railways team in Vijayawada. In this non-voice role, you will be instrumental in ensuring customer satisfaction and loyalty by proactively identifying and addressing customer needs and concerns through digital channels.

Key Responsibilities:

Monitor customer communication channels (email, chat, social media) to identify potential churn risks and customer dissatisfaction.

Develop and implement strategies to improve customer retention rates, focusing on proactive engagement and issue resolution.

Analyze customer feedback and data to identify trends, pain points, and areas for service improvement.

Create and maintain customer engagement materials and knowledge base articles.

Collaborate with internal teams (e.g., operations, technical support) to ensure timely and effective resolution of customer issues.

Track and report on key customer retention metrics.

Utilize CRM software and other tools to manage customer interactions and track progress.