Retention Support Specialist

Location: Work From Home (Remote)
Working Days: 6 Days – Rotational Offs
Shift: US Shift
Experience: 2–3 Years
About the Role:
We are looking for an experienced Retention Specialist to handle existing customers, understand their concerns, and provide effective solutions to improve customer satisfaction and retention.
Key Responsibilities:
- Handle existing customers and build strong, long-term relationships.
- Identify customer concerns, understand their requirements, and provide appropriate solutions.
- Proactively engage with customers who may be at risk of leaving and take appropriate retention measures.
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Handle customer queries and concerns through relevant communication channels.
- Follow up with customers to ensure their concerns have been resolved satisfactorily.
- Analyze customer concerns and identify potential reasons for customer churn.
- Coordinate with internal teams to resolve customer issues and improve the overall customer experience.
- Meet defined customer retention, resolution, and service-quality targets.
- Maintain professionalism and empathy while handling difficult or dissatisfied customers.
Requirements:
- 2–3 years of relevant experience in Customer Retention
- Candidates with pure sales experience are not preferred; relevant customer retention/customer support experience is required.
- Excellent verbal and written communication skills.
- Strong customer-handling and relationship-management skills.
- Excellent problem-solving and decision-making abilities.
- Ability to understand customer concerns and provide effective solutions.
- Strong listening and interpersonal skills.
- Ability to handle difficult or dissatisfied customers with patience and professionalism.
- Comfortable working independently in a Work From Home environment.
- Comfortable working in US shifts.

Work arrangement
No