Customer Retention Executive

Job Description

Casagrand is seeking a proactive and customer-focused Customer Retention Executive for its Pune operations. The ideal candidate will be responsible for building strong relationships with existing customers, ensuring their satisfaction, resolving concerns promptly, and reducing attrition. This role is vital in maintaining brand loyalty and enhancing customer experience throughout the post-sales process. Key Responsibilities: Serve as the primary point of contact for existing customers post-booking. Address customer queries, concerns, and grievances in a timely and professional manner. Build trust and rapport with customers through regular communication and proactive support. Monitor customer satisfaction levels and work on feedback-based improvement initiatives. Coordinate with internal departments (sales, projects, CRM, legal) to ensure timely resolution of issues. Follow up with disengaged or at-risk customers and implement retention strategies. Assist in organizing customer engagement events and loyalty programs. Maintain updated records of interactions and resolution in the CRM system. Track, analyze, and report customer retention metrics and suggest improvements. Desired Candidate Profile: Graduation in any discipline (MBA/PG preferred). 14 years of experience in customer relationship/customer service roles; real estate experience is an added advantage. Excellent verbal and written communication skills. Strong conflict resolution and interpersonal skills. Ability to multitask, prioritize, and manage time effectively. Proficiency in MS Office and CRM tools. Language Proficiency: English, Hindi, Marathi