Renewal Executive

DNA Infotel Pvt LtdMH, IN2d ago

Full-timevia indeed

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Required Skills

salesforce

**Expiration Tracking:** Monitor upcoming broadband/lease contract expirations (typically 60 to 90 days in advance).
**Customer Outreach:** Contact subscribers via phone, email, or digital channels to initiate the renewal conversation before service lapse.
**Churn Reduction:** Identify at\-risk accounts (frequent complaints, low data usage, or competitor offers) and coordinate with technical support or customer care to fix issues.
**Negotiation \& Retention:** Present renewal offers, loyalty discounts, or promotional add\-ons to encourage long\-term commitment.
**Upselling \& Cross\-Selling:** Identify opportunities to upgrade customers from basic plans to higher\-speed fiber packages, static IPs, or enterprise add\-ons (Wi\-Fi mesh, OTT bundles).
**Cross\-Functional Collaboration:** Partner with Customer Support, Billing, and Field Installation/Engineering teams to resolve disputed bills or technical bottlenecks.
**Reporting \& Metrics:** Track key performance indicators (KPIs) such as Gross Renewal Rate (GRR), Net Revenue Retention (NRR), and monthly churn percentage.

**Education:** High School Diploma / 10\+2 or a Bachelor's degree in Business, Communications, or related fields.
**Experience:** 1–3 years of experience in sales, telecommunications customer service, retention desks, or account renewals.
**Technical Knowledge:** Familiarity with ISP operations, broadband plans (FTTH, leased lines, DSL), and billing systems.
**Software:** Proficiency in CRM tools (e.g., Salesforce, Zoho, or internal ticketing/billing portals).
**Soft Skills:** Strong verbal and written communication, active listening, objection handling, and calm negotiation skills under pressure.

**Customer Churn Rate:** Keeping cancelled or non\-renewed accounts below company threshold targets.
**On\-Time Renewal Rate:** Percentage of accounts renewed prior to billing or service expiration.
**Expansion / Upsell Revenue:** Additional revenue generated from higher\-tier speed plans or value\-added services during renewal.

Is this role for **residential broadband** customers or **enterprise/leased\-line** clients?
Do you need help adjusting the **salary range, experience level, or specific local metrics** for your region?
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Pay: ₹10,000\.00 \- ₹16,000\.00 per month

Work Location: In person