Customer Retention Agent

Role Overview

A Customer Retention Executive is responsible for convincing customer to continue using the existing SBI Card and accept the delivery of renewed card, thereby Increasing Card Delivery% for Existing Accounts. The executive should address customer concern and highlight card features & benefits through proactive engagement and retention efforts.

Key Responsibilities

• Call existing customers who have refused to accept renewed cards at the time of card delivery.
• Understand customer issues and provide possible solutions.
• Maintain call records in CRM system and related files.
• Achieve daily productivity targets ensuring maximum Contactibility.
• Achieve the assigned retention target
• Ability to handle objections and provide customer-centric solutions.
• Follow company policies and procedures

Required Skills & Qualifications

• Strong communication and interpersonal skills.
• Convincing and negotiation skills
• Experience with CRM tools and customer feedback systems.

Ideal Candidate Profile

• Graduate in any field.
• 0–4 years of experience in customer service, account management, or retention roles.