Associate - Customer Retention & Engagement
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At a glance
Job overview
DrinkPrime is hiring an Associate - Customer Retention & Engagement. The role involves engaging customers via calls, email, and chat to drive loyalty and reduce churn, requiring empathy, solution‑orientation, and strong handling of customer concerns in a fast‑paced, target‑driven environment.
Key focus areas include Connect with customers who raise requests for cancellation or unsubscribe, Understand the customer journey and identify issues faced during their tenure, and Retain customers by addressing concerns and offering suitable solutions or plans.
Successful candidates bring 1-3 Years Of Experience In Customer Support and 1-3 Years Of Experience In Inside Sales. Important skills include Customer Engagement, Customer Loyalty, Reducing Churn, Empathetic, Solution-Oriented, and Handling Customer Concerns. Preferred (not required): CRM Tools.
Skills & qualifications
Skills
Qualifications
Full job description
Customer Retention Specialist Location: Bangalore Department: Customer Experience / Retention Employment Type: Full-time About the Role We are looking for a Customer Retention Specialist who will play a key role in driving customer loyalty and reducing churn. This role requires engaging with customers across calls, emails, and chat in a fast-paced, customer-centric environment. The ideal candidate should be empathetic, solution-oriented, and skilled at handling customer concerns effectively.
Key Responsibilities
- Connect with customers who raise requests for cancellation or unsubscribe
- Understand the customer journey and identify issues faced during their tenure
- Retain customers by addressing concerns and offering suitable solutions or plans
- Provide relevant offers, alternatives, or service adjustments to improve retention
- Manage end-to-end closure for non-retained customers, including return pickups and refunds
- Ensure timely follow-ups and maintain high-quality customer interactions across channels (Call, Email, Chat)
- Capture customer feedback and insights to improve retention strategies
- Stay updated on company policies, processes, and ongoing promotions
- Meet and exceed retention and customer satisfaction targets Requirements
- 1–3 years of experience in Customer Support / Retention / Inside Sales
- Strong communication skills (verbal and written)
- Good problem-solving and negotiation skills
- Ability to handle difficult conversations with empathy and professionalism
- Comfortable working in a fast-paced and target-driven environment
- Basic knowledge of CRM tools is preferred What We Offer
- Competitive salary + performance-based incentives
- Opportunity to work in a high-growth, fast-paced environment
- Learning and development opportunities
- Career growth within Customer Experience and Operations Working Details
- Work Mode: Work from Office
- Shift: Rotational shifts / Week-offs
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