Customer Retention Executive

Key Responsibilities Customer Support & Service: Respond to customer inquiries via phone, email, or chat, providing information about products, services, and company policies Relationship Management: Develop and maintain strong, long-term relationships with customers, ensuring a personalised and positive experience Issue Resolution: Handle and resolve customer complaints, issues, or feedback in a professional and timely manner, escalating to higher management if necessary Customer Retention & Loyalty: Identify opportunities to increase customer satisfaction and loyalty by offering solutions that align with customer needs Follow-up: Proactively follow up with customers after resolving issues to ensure satisfaction and prevent future concerns Documentation: Maintain accurate records of customer interactions, transactions, and feedback in the CRM system Reporting: Provide reports on customer feedback, common issues, and areas for improvement to the management team Collaboration: Work closely with sales, marketing, and product teams to share customer insights and improve service offerings Ideal Candidate  Pick up & Drop centrally tracked & monitored to workshops Service Reminder calls on daily basis (N-10 & N-5) PSF Complaints Follow-up & closure to be tracked Appointment (N-1) calls tracking & confirming the appointments with customers Appointment conversion ratio & hit rate to be calculated on daily basis