Coordinator - Customer Service and Operations

Role - Customer Service

Designation -Client Retention Specialist

Grade - Assistant Manager/Deputy Manager

Location - Thane

Job Overview:

As a Client Retention Specialist, you will reach out to clients who have submitted requests for account closure. Your primary goal is to understand their reasons for leaving, address any concerns, and provide solutions to retain their business. Your ability to empathize and resolve issues will play a crucial role in maintaining customer loyalty.

Key Responsibilities:

- Outbound Calls: Contact clients who have requested account closure to discuss their experiences and gather feedback.

- Issue Identification: Understand the reasons behind the account closure requests and identify specific issues affecting client satisfaction.

- Resolution Strategies: Provide tailored solutions to address client concerns, aiming to resolve issues and encourage account retention.

- Documentation: Accurately record client interactions and feedback in the CRM system to track trends and inform future retention strategies.

Qualifications:

- Education: High school diploma or equivalent; a degree in Business or a related field is preferred.

- Experience: 1 year in customer service or a call center role, particularly handling retention or escalation situations.

Skills:

- Excellent communication and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Proficiency in CRM software and Microsoft Office Suite.

Share resume on bhagyashree.karpe@kotak.com

+91 2242858419