Customer Retention Executive - Voice / Blended

Job Description – Telecaller (Retention & Winback)

Position: Telecaller – Retention & Winback

Location: Rajouri, Delhi

Department: Customer Support / Retention

Employment Type: Full-Time

Job Summary

We are looking for Telecallers to join our Retention & Winback team at our Rajouri office. The candidate will be responsible for interacting with existing and inactive customers, understanding their concerns, addressing queries, and making proactive calls to retain customers and win back lost/inactive customers.

Key Responsibilities

Make outbound calls to existing, inactive, and potential customers as part of the Retention & Winback process.

Understand customer concerns, dissatisfaction, and reasons for discontinuing or becoming inactive.

Provide appropriate information and solutions to address customer concerns.

Drive customer retention and winback through effective communication and follow-up.

Convince and engage customers through professional and customer-friendly conversations.

Maintain accurate records of calls, customer feedback, follow-ups, and outcomes in the CRM/system.

Follow up with customers as required to improve retention and conversion.

Achieve assigned calling, retention, and winback targets.

Escalate unresolved customer issues to the concerned team for appropriate resolution.

Maintain a positive customer experience throughout the interaction.

Language Requirements

Candidates should be proficient in any of the following languages, along with basic communication ability in Hindi/English as required:

Hindi / English

Bengali

Odia

Tamil

Telugu

Candidate Profile

Candidates with relevant Telecalling / Calling / Customer Support / Retention / Winback experience are preferred.

Good verbal communication and customer-handling skills.

Strong convincing and interpersonal abilities.

Comfortable making outbound calls and handling customer objections.

Target-oriented and self-motivated.

Ability to understand customer concerns and provide appropriate responses.

Basic computer/CRM knowledge will be an added advantage.

Candidates who can join immediately or at short notice will be preferred.

Key Skills

Telecalling | Customer Retention | Winback | Outbound Calling | Customer Support | Customer Handling | Convincing Skills | Follow-up | CRM | Target Achievement