Customer Retention Executive - Voice / Blended

Job Title: Customer Retention & Engagement Executive

Location: Goregaon East, Mumbai

Department: Customer Experience / Operations

Experience: 1–4 Years

About the Role

We are seeking a proactive and customer-focused Customer Retention & Engagement Executive to strengthen customer relationships and enhance overall brand experience. This role requires strong communication skills, the ability to manage escalations effectively, and a solution-oriented mindset to ensure customer satisfaction across all touchpoints.

The ideal candidate will have prior experience in retention, client engagement, or sales roles and be comfortable handling high-volume interactions across multiple channels, including social media.

Key Responsibilities

• Manage customer escalations and provide timely, effective resolutions
• Drive customer retention initiatives and build long-term relationships
• Handle customer interactions across channels (calls, emails, social media, chat)
• Respond to social media DMs, comments, and online queries in a professional and brand-aligned manner
• Coordinate with internal teams (operations, logistics, marketing, etc.) for seamless issue resolution
• Maintain high standards of communication and ensure quick turnaround times
• Support sales-related conversations, follow-ups, and customer conversions where required
• Monitor and manage online reputation by addressing feedback and concerns proactively

Key Requirements

• 1–4 years of experience in Sales / Customer Retention / Client Engagement / Customer Support roles
• Strong written and verbal communication skills
• Proven ability to handle escalations and difficult customer situations
• Experience in managing social media interactions and customer queries
• Excellent interpersonal, problem-solving, and conflict-resolution skills
• Ability to multitask and work efficiently in a fast-paced environment
• High level of ownership, responsiveness, and attention to detail

Preferred Qualifications

• Experience in e-commerce, fashion, or D2C brands
• Familiarity with CRM tools and customer support platforms
• Understanding of social media platforms (Instagram, Facebook, etc.) for customer engagement

If you are passionate about men’s fashion and providing exceptional customer service, we would love to hear from you. Please submit your updated resume to hr@powerlook.in