Refund & 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.

Refund & Retention Executive 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.

Job Type: Full-time

Pay: ₹15,500.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Rotational shift

Ability to commute/relocate:

• Pallavaram, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer's Refund and Retention: 1 year (Required)

Work Location: In person