Urgent opening for Customer Retention - Voice / Blended (3-5 Yrs)

Role Summary: We are seeking a dedicated and experienced Customer Retention Specialist for our Nagpur operations. The ideal candidate will leverage their M.A. education and 3-5 years of experience in a voice or blended customer service role to enhance customer loyalty and reduce churn. You will be instrumental in developing and executing strategies to re-engage existing customers, resolve issues proactively, and ensure a superior customer experience that encourages repeat business.

Key Responsibilities:
- Proactively identify at-risk customers through data analysis and direct communication.
- Develop and implement personalized retention strategies via phone and email.
- Handle inbound and outbound customer calls, addressing queries, concerns, and feedback with empathy and efficiency.
- Collaborate with sales and marketing teams to align retention efforts with overall business objectives.
- Track and report on key retention metrics, identifying trends and areas for improvement.
- Educate customers on loyalty programs, special offers, and new services to foster continued engagement.
- Resolve complex customer issues escalated from junior team members, ensuring satisfactory resolution.
- Maintain accurate and detailed customer records in the CRM system.
- Continuously seek opportunities to improve the customer journey and retention processes.