Key Responsibilities
Contact existing customers through calls, WhatsApp, email, and other communication channels.
Understand customer needs, concerns, and reasons for dissatisfaction or cancellation.
Handle retention and renewal conversations professionally and persuasively.
Resolve customer issues by coordinating with internal teams.
Follow up with customers regularly to improve engagement and satisfaction.
Identify customers at risk of churn and take timely retention actions.
Explain product/service benefits, plans, offers, and renewal options.
Maintain accurate records of customer interactions and follow-ups in CRM systems.