Executive / Senior executive retention

Job Description

Key Responsibilities:

Conduct daily out-callings to assigned member base and maximize retentions by offering suitable rebuttals
Handle cancellation requests with a focus on communication, quality, issue resolution, and member retention
Take end-to-end ownership of member issues, ensuring empathetic handling and effective resolution
Persuade and present value propositions to retain members, supported by thorough pre-contact preparation
Resolve customer queries/complaints, ensuring necessary fulfillments such as benefits or refunds
Liaise with Inventory teams to plan appropriate holidays for members
Ensure timely collection of overdue ASF/EMI to maintain service continuity
Present suitable offers to members to resolve issues at optimal cost
Track all allocated cases, ensuring timely follow-ups to prevent escalations
Coordinate with Branch Teams to close resolution loops effectively
Collaborate with Resorts and Sales teams to fulfill commitments and address customer concerns
Ensure all assigned interactions are resolved within the defined TAT
Work with the Finance team to resolve refund-related queries and close loop accordingly

Skills & Competencies:

2 to 3 years of frontline service industry experience, preferably in retention roles catering to niche/high-value (HNI/VIP) segments (Freshers with execellent communication skills can be considered)
Excellent written and verbal communication skills
Strong persuasion, negotiation, and influencing abilities
High levels of empathy, patience, and active listening skills.
Proactive approach to ensure end-to-end resolution and customer centric attitude
Familiarity with CRM tools (preferably Salesforce) and proficiency in basic Excel for case management