Customer Retention Executive

Company Description

Zigly is India’s leading omnichannel pet care platform, offering veterinary services, luxury grooming, and premium pet products. Our mission is to provide reliable, standardized, and quality pet care for pet parents while offering equitable income opportunities for caregivers and pet lovers. We are launching a Zigly Multi-Speciality Hospital to elevate pet healthcare with advanced facilities and expert care. At Zigly, we strive to make pet parenting effortless, ensuring healthy and happy pets.

Responsibilities:

• Manage

  service reminders

  for grooming, deworming, vaccinations, and preventive care to ensure timely revisits
• Conduct

  follow-up calls

  for no-show recovery, lapse prevention, and

  inactive customer reactivation

• Handle

  ATC (Attempt-to-Contact) calls

  and manage

  all inbound escalations

  across channels including

• Customer Care number, WhatsApp, E-commerce queries, Google Reviews, Emails, App/Website issues

• Serve as

  single-point coordination for Prescription Food (Rx) continuity

  , ensuring timely refills and renewals
• Track and improve

  customer revisit journey

  , identifying gaps and recovery opportunities
• Maintain

  accurate CRM records

  for reminders, contact attempts, escalations, closure notes, and outcome status
• Collaborate with store teams, vets, grooming managers, and operations to drive

  issue resolution within SLA

• Prepare weekly reporting on

  reminder adherence, revisit rate, escalations, sentiment score, and Rx renewal performance

Key Deliverables:

• Service reminder adherence %
• Revisit ratio improvement
• On-time vaccination compliance
• SLA-based escalation closure & reduced backlog
• Improved

  Google review rating & NPS / sentiment score

• Prescription Food (Rx) refill & renewal conversion %

Skills & Competencies:

• Strong verbal communication and customer handling abilities
• High empathy, patience, and

  solution-oriented service mindset

• Proficiency in

  CRM tools, WhatsApp Business, ticketing systems, email etiquette & call logs

• Basic understanding of

  pet services, vaccination cycle, and prescription diet needs

  (preferred)
• Ability to analyze

  customer feedback trends and improvement opportunities

• High ownership, resilience under pressure & target/KPI-driven performance approach