Customer Retention & Escalations

• *Location:** Saki Naka, Mumbai (Work from Office)
• *Employment Type:** Full\-time

About the Role

We are looking for a customer\-focused and solution\-oriented **Senior Executive – Customer Retention \& Escalations** to manage complex customer concerns, handle priority escalations, and support retention initiatives. The ideal candidate should have strong communication skills, excellent problem\-solving abilities, and the ability to provide effective resolutions while ensuring a positive customer experience.

Key Responsibilities

• Handle high\-priority customer escalations and ensure timely resolution within defined turnaround times (TAT).
• Manage customer concerns related to mattress returns and identify suitable solutions to improve retention.
• Understand customer needs, address concerns effectively, and provide alternatives to enhance customer satisfaction.
• Work closely with internal teams such as Operations, Logistics, Quality, and Customer Experience to resolve customer issues.
• Support retention initiatives by identifying common customer concerns and suggesting process improvements.
• Maintain accurate records of escalations, resolutions, and customer interactions.
• Track escalation trends and share insights to help improve customer experience.
• Ensure all customer interactions are handled professionally, empathetically, and in line with company standards.
• Assist team members with complex cases and provide support whenever required.

Requirements

• 2–4 years of experience in Customer Support, Customer Experience, Customer Success, or Escalation Management.
• Experience handling customer escalations, retention cases, or complaint management is preferred.
• Strong verbal and written communication skills.
• Good negotiation and conflict\-resolution abilities.
• Strong ownership and problem\-solving mindset.
• Ability to handle challenging customer conversations with empathy and professionalism.
• Experience working with CRM tools and customer support platforms.
• Comfortable working in a fast\-paced, customer\-centric environment.

Key Skills

• Customer Escalation Management
• Customer Retention
• Complaint Resolution
• Customer Experience Management
• Communication \& Negotiation
• Problem Solving
• Stakeholder Coordination
• CRM Management
• Process Improvement
• Ownership \& Accountability

Why Join Us?

• Opportunity to work on high\-impact customer experience initiatives.
• Exposure to complex customer cases and retention strategies.
• Collaborative and growth\-oriented work environment.
• Opportunity to contribute directly to improving customer satisfaction and business outcomes.

Pay: ₹30,000\.00 \- ₹35,000\.00 per month

Benefits

• Provident Fund

Application Question(s)

• How many years of experience do you have in handling customer escalations, complaint resolution, or customer retention?
• Have you handled customer retention conversations where you had to prevent cancellations/returns by offering solutions or alternatives?

Work Location: In person