Refund and Retention Executive

Role: Retention Executive

Experience: 1 Year to 3Years

Type: Full Time

Shift: Rotational Shift

Week Off: Rotational

Key responsibilities may include:

Refund Processing: Efficiently handling refund requests, verifying eligibility, and ensuring

accurate processing according to company policies.

Customer Interaction: Engaging with customers seeking refunds, actively listening to their

concerns, and providing clear explanations regarding refund policies.

Handling Frustrated Customers: Identifying at-risk customers during refund requests,

proactively reaching out to understand their dissatisfaction, and offering solutions to retain

their business.

Retention Strategies: Implementing targeted retention programs like loyalty offers,

exclusive deals, or product upgrades to incentivize customers to stay.

Customer Feedback Analysis: Analyzing customer feedback from refund interactions to

identify trends and areas for improvement in products, services, or customer service

processes.

Data Management: Maintaining accurate records of refund requests, customer interactions,

and key retention metrics within the CRM system.

Escalation Management: Handling complex refund disputes or escalated customer issues,

collaborating with relevant departments to find effective resolutions.

Required Skills:

Excellent Communication Skills: Ability to clearly explain policies, address customer

concerns, and build rapport with customers.

Problem-Solving Skills: Identifying root causes of customer dissatisfaction and providing

practical solutions to resolve issues.

Customer Focus: Prioritizing customer satisfaction and actively seeking ways to exceed

their expectations.

Analytical Skills: Analyzing data to identify customer trends and patterns to inform

retention strategies.

CRM Proficiency: Expertise in using customer relationship management systems to track

customer interactions and manage data effectively.