Agent/ Senior Agent – Retention

Job Summary: You are responsible for engaging with customers to understand their needs, address concerns, and retain their business. This role involves identifying reasons for customer dissatisfaction & suggesting solutions for their retention & enhancing customer loyalty and satisfaction.

Key Responsibilities:

• Proactively reach out to customers identified as at-risk of cancellation or churn
• Conduct detailed conversations to understand customer concerns and reasons for potential discontinuation of service
• Develop a deep understanding of our plans and services to effectively educate customers on features, benefits, and value propositions.
• Offer solutions, alternatives to retain customers and prevent cancellations.
• Resolve customer issues promptly and effectively, ensuring a positive resolution.
• Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement & communicate feedback to team leaders/manager for prompt action.

• Should possess skills like Up-Selling, Cross Selling and Retention
• Demonstrates a strong commitment to providing exceptional customer service.
• Actively listen to customers and provide clear and accurate information.
• Possess strong negotiation skills, solutions, and finds win-win outcomes for both customer and organization.
• Shows compassion, remain calm under pressure, and provides thoughtful responses.
• Should possess problem solving ability - identify issues and find effective solutions in a timely manner.
• Proficient in using CRM software applications.
• Adapts to new procedures, handles unexpected changes maturely, and remains open to feedback.

• Minimum 2 years of experience for a senior agent role with similar experience in customer service.
• Educational Qualification - B.Com/BBA/ Any Graduate.