Retention Customer Service

Job Description – Retention Customer Service Executive

Job Purpose

The Retention Customer Service Executive is responsible for maintaining strong relationships with existing customers, reducing customer churn, resolving concerns, improving customer satisfaction, and encouraging continued use of the company’s products or services.

The role requires strong communication, problem-solving, follow-up, and relationship-management skills to understand customer concerns and provide appropriate solutions that support customer retention and long-term business growth.

Key Responsibilities

• Contact existing customers to understand their satisfaction level, concerns, complaints, and service requirements.
• Handle customer retention calls, emails, and follow-ups in a professional and timely manner.
• Identify customers who may discontinue services and take appropriate steps to retain them.
• Understand the reason for customer dissatisfaction, cancellation, non-renewal, or reduced business.
• Provide suitable solutions, service support, or retention offers within approved company guidelines.
• Coordinate with Sales, Operations, Technical, Accounts, and Management teams to resolve customer issues.
• Follow up on customer complaints until satisfactory closure.
• Maintain regular communication with key and existing customers.
• Build strong relationships to encourage repeat business and long-term customer loyalty.
• Follow up with inactive customers and attempt to reactivate business relationships.
• Conduct customer satisfaction calls and collect feedback regarding products, services, response time, pricing, and overall experience.
• Escalate major customer complaints or critical issues to the appropriate department or management.
• Maintain accurate records of customer interactions, complaints, follow-ups, retention status, and outcomes in the CRM system.
• Track customers approaching contract, subscription, or service renewal dates and initiate timely follow-up.
• Support renewal, retention, and repeat-order activities.
• Identify cross-selling and upselling opportunities where appropriate.
• Provide management with regular reports on customer retention, complaints, lost customers, recovery actions, and customer feedback.
• Ensure professional handling of all customer information and maintain confidentiality.
• Meet assigned customer retention and satisfaction targets.

Customer Retention Activities

The executive will focus particularly on:

• Preventing customer loss
• Recovering dissatisfied customers
• Following up with inactive customers
• Improving customer satisfaction
• Increasing repeat business
• Supporting renewals
• Building customer loyalty
• Identifying reasons for lost business
• Maintaining long-term customer relationships

Key Performance Indicators (KPIs)

Performance may be measured based on:

• Customer retention percentage
• Number of customers successfully retained
• Customer complaint resolution rate
• Customer satisfaction level
• Number of inactive customers reactivated
• Renewal conversion rate
• Repeat-business generation
• Customer follow-up completion rate
• Response and complaint-resolution time
• Accuracy of CRM updates and customer records

Qualification & Experience

• Bachelor’s Degree / Diploma in Business Administration, Customer Service, Marketing, or a related field.
• Minimum 2–3 years of experience in customer service, customer retention, telesales, account management, or a similar role.
• UAE/GCC experience is preferred.
• Experience handling customer complaints and retention activities is an advantage.
• Good knowledge of CRM systems and Microsoft Office applications.

Required Skills

• Excellent communication and interpersonal skills
• Strong customer handling and relationship-management skills
• Complaint handling and problem-solving ability
• Negotiation and persuasion skills
• Customer retention and follow-up skills
• Professional telephone and email communication
• CRM and reporting skills
• Ability to work under pressure
• Good coordination and teamwork
• Result-oriented approach
• Ability to understand customer concerns and provide practical solutions

Preferred Requirements

• Fluent English communication is required.
• Hindi/Urdu/Arabic communication skills are an advantage.
• Previous experience in B2B customer service or industrial/service companies is preferred.
• Candidates with experience in customer retention, renewal, or account management will be preferred.
• Immediate availability is an advantage.

Work Location: In person