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