Retention Customer Service

Role purpose

Customer retention and service

• Contact customers to understand satisfaction, concerns, complaints, and service requirements; handle calls, emails, and follow-ups promptly.
• Identify customers at risk of discontinuing service and address dissatisfaction, cancellations, non-renewals, or reduced business.
• Provide suitable service support or retention offers within approved guidelines, and coordinate with internal teams to resolve issues.
• Follow complaints through satisfactory closure, escalate major issues, and maintain communication with key and existing customers.
• Reactivate inactive customers, build loyalty, encourage repeat business, and support renewals and repeat orders.
• Conduct satisfaction calls and collect feedback on products, services, response times, pricing, and overall experience.
• Maintain accurate CRM records and customer confidentiality; track renewal dates and initiate timely follow-ups.
• Identify appropriate cross-selling and upselling opportunities and provide management reports on retention, complaints, lost customers, recovery actions, and feedback.
• Meet assigned customer retention and satisfaction targets.

Qualifications and experience

• Bachelor’s degree or diploma in business administration, customer service, marketing, or a related field.
• At least 2–3 years of experience in customer service, retention, telesales, account management, or a similar role.
• Good knowledge of CRM systems and Microsoft Office applications.
• Fluent English communication is required.
• UAE/GCC experience; complaint and retention experience; B2B or industrial/service company experience; and customer retention, renewal, or account management experience are preferred or advantageous.
• Hindi, Urdu, or Arabic communication skills and immediate availability are advantageous.

Required skills

• Excellent communication and interpersonal skills, customer handling, and relationship management.
• Complaint handling, problem solving, negotiation, persuasion, and customer follow-up.
• CRM and reporting skills, coordination, teamwork, and professional telephone and email communication.
• Ability to work under pressure, understand customer concerns, provide practical solutions, and maintain a results-oriented approach.

Work location

• Work is in person.

Performance measures