Customer Retention & Servicing Specialist

About Fox Digit:                                                                                                                     We are a boutique marketing & advertising agency specialising in comprehensive marketing solutions across multiple platforms. From traditional channels like TV, including DRTV, to cutting-edge digital platforms, and everything in between such as OTT, radio, metro, airport, and outdoor advertising - incorporated in 2016 we have been serving global clients.  FoxDigit’s vision is to deliver “beyond the contract” services to its customers. Our approach is to remain focused on each customer’s unique needs and craft solutions to support them achieve their business goals faster We are in growth phase and looking for talent across our offices in Gurgaon / Bangalore who can become an integral part of our growth story Job Title: Customer Retention & Servicing Specialist Location: Gurgaon, Haryana Position Overview: We are seeking a Customer Service professional with 1–3 years of overall experience, including at least 1 year specifically in Customer Retention.   The ideal candidate will be responsible for handling existing customer inquiries and ensuring a positive customer experience across multiple channels, including phone, email, and chat.   A strong focus on meeting both client and organizational goals is essential. Key Responsibilities: § Customer Communication: Act as the primary point of contact for existing customers, promptly addressing inquiries, concerns, and requests via email, phone, and mail. § Database Management: Maintain accurate and up-to-date customer records in the organization’s database. This includes entering new customer information, updating contact details, and tracking communication history and engagement. § Reporting and Analysis: Generate regular reports on customer activity, engagement trends, and behavioral patterns. Analyze this data to identify opportunities for enhancing customer engagement and retention. § Customer Stewardship: Build and nurture relationships through consistent communication, personalized outreach, and engagement activities. Keep customers informed about the impact of their involvement and the organization’s progress toward its goals. § Collaborative Support: Work closely with other teams to support customer acquisition, engagement, and retention efforts. Share insights and feedback based on customer interactions to enhance overall strategy. § Compliance: Ensure all customer-related processes comply with applicable laws, regulations, and best practices regarding privacy, communication, and record-keeping. § Service Level Adherence: Consistently meet or exceed client Service Level Agreements (SLAs). § Continuous Improvement: Actively contribute to process improvements aimed at enhancing the overall customer experience and satisfaction. Qualifications: Currently pursuing or recently completed a bachelor’s degree Strong interpersonal and communication skills. Prior experience in customer relations, customer service, sales, or related fields is preferred. Excellent communication skills in both English and Hindi (mandatory). § Strong attention to detail and exceptional organizational abilities, with a proven capacity to manage multiple priorities and meet deadlines effectively. § Outstanding interpersonal skills, with the ability to engage professionally and empathetically with customers and colleagues at all levels. § Proficiency in Microsoft Office is essential. § Key competencies include: collaboration and teamwork, initiative, and a strong sense of accountability. Ability to multitask and work in a fast-paced environment. How to Apply: ·        Interested candidates should submit their resume and a cover letter outlining their qualifications and experience to people@foxdigit.com