Customer Support Retention Executive

Job Description – Customer Retention Executive

Position: Customer Retention Executive
Industry: FinTech / Digital Financial Services
Experience: 1–3 Years
Salary: ₹25,000 – ₹27,000 per month
Employment Type: Full-time
Location: Noida

Job Overview

We are looking for a customer-focused and target-oriented Customer Retention Executive to manage and engage with our existing customer base across digital financial products and services, including payments, digital wallets, investments, and trading platforms.

The candidate will be responsible for improving customer engagement, reducing customer churn, reactivating inactive users, increasing transaction frequency, and driving continued usage of the company's products and services.

Key Responsibilities

• Engage with existing customers through calls, WhatsApp, email, and other digital communication channels.

• Build and maintain strong relationships with existing customers to improve customer loyalty and retention.

• Identify inactive, low-engagement, or at-risk customers and develop effective follow-up strategies to reactivate them.

• Understand customer requirements, concerns, and reasons for reduced or discontinued platform usage.

• Encourage customers to continue using the company's payment, wallet, investment, and trading-related products and services.

• Drive repeat transactions and increase customer engagement and activity on the platform.

• Educate customers about relevant product features, services, offers, and platform benefits.

• Identify and generate cross-selling and upselling opportunities based on customer profiles and requirements.

• Handle customer queries and concerns professionally and coordinate with relevant internal teams for timely resolution.

• Follow up with customers regularly to improve engagement and encourage continued platform usage.

• Maintain accurate customer information, communication history, and follow-up activities in the CRM system.

• Monitor customer activity and identify opportunities to improve customer retention and engagement.

• Work closely with Sales, Customer Support, Operations, Product, and Compliance teams to ensure a smooth customer experience.

• Achieve monthly targets related to customer retention, reactivation, engagement, transaction activity, and revenue.

• Collect customer feedback and share insights with the management team to identify areas for improvement.

• Follow all company policies, processes, and applicable compliance guidelines while communicating financial products and services to customers.

Key Skills Required

• 1–3 years of experience in Customer Retention, Customer Relationship Management, Customer Success, Inside Sales, or Telecalling.

• Experience in FinTech, Digital Payments, Wallets, Investment Platforms, Trading Platforms, or Financial Services will be preferred.

• Excellent verbal and written communication skills.

• Strong customer relationship-building and convincing skills.

• Good follow-up, negotiation, and objection-handling abilities.

• Target-oriented and result-driven approach.

• Ability to understand customer needs and provide appropriate solutions.

• Basic understanding of digital financial products and services.

• Experience working with CRM software and customer databases.

• Comfortable communicating with customers through phone and digital channels.

• Ability to maintain professionalism while handling customer concerns and complaints.

Key Performance Indicators (KPIs)

• Customer Retention Rate

• Customer Reactivation Rate

• Customer Churn Rate / Churn Reduction

• Active User Retention

• Repeat Transaction Rate

• Customer Engagement Rate

• Transaction Frequency

• Cross-selling & Upselling Revenue

• Customer Conversion Rate

• Customer Satisfaction

• Monthly Retention and Revenue Targets

Candidate Profile

The ideal candidate should be confident, persuasive, customer-focused, and target-oriented, with the ability to build long-term relationships with customers. The candidate should be comfortable communicating with existing customers, understanding their requirements, addressing concerns, and encouraging continued engagement with digital financial products and services.

Candidates with prior experience in FinTech, digital payments, wallets, investment platforms, trading platforms, or customer retention will be preferred.

Salary: ₹25,000 – ₹27,000 per month, depending on experience, skills, and suitability for the role.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.