Customer Retention & Escalations

Job description

Location: Saki Naka, Mumbai (Work from Office) Employment Type: Full-time About the Role We are looking for a customer-focused and solution-oriented Senior Executive – Customer Retention & Escalations to manage complex customer concerns, handle priority escalations, and support retention initiatives. The ideal candidate should have strong communication skills, excellent problem-solving abilities, and the ability to provide effective resolutions while ensuring a positive customer experience. Key Responsibilities • Handle high-priority customer escalations and ensure timely resolution within defined turnaround times (TAT). • Manage customer concerns related to mattress returns and identify suitable solutions to improve retention. • Understand customer needs, address concerns effectively, and provide alternatives to enhance customer satisfaction. • Work closely with internal teams such as Operations, Logistics, Quality, and Customer Experience to resolve customer issues. • Support retention initiatives by identifying common customer concerns and suggesting process improvements. • Maintain accurate records of escalations, resolutions, and customer interactions. • Track escalation trends and share insights to help improve customer experience. • Ensure all customer interactions are handled professionally, empathetically, and in line with company standards. • Assist team members with complex cases and provide support whenever required. Requirements • 2–4 years of experience in Customer Support, Customer Experience, Customer Success, or Escalation Management. • Experience handling customer escalations, retention cases, or complaint management is preferred. • Strong verbal and written communication skills. • Good negotiation and conflict-resolution abilities. • Strong ownership and problem-solving mindset. • Ability to handle challenging customer conversations with empathy and professionalism. • Experience working with CRM tools and customer support platforms. • Comfortable working in a fast-paced, customer-centric environment. Key Skills • Customer Escalation Management • Customer Retention • Complaint Resolution • Customer Experience Management • Communication & Negotiation • Problem Solving • Stakeholder Coordination • CRM Management • Process Improvement • Ownership & Accountability Why Join Us? • Opportunity to work on high-impact customer experience initiatives. • Exposure to complex customer cases and retention strategies. • Collaborative and growth-oriented work environment. • Opportunity to contribute directly to improving customer satisfaction and business outcomes. Pay: ₹30,000.00 - ₹35,000.00 per month Benefits: • Provident Fund Application Question(s): • How many years of experience do you have in handling customer escalations, complaint resolution, or customer retention? • Have you handled customer retention conversations where you had to prevent cancellations/returns by offering solutions or alternatives? Work Location: In person