Retention Executive
- Atria Convergence
- 1 - 5 years
- Hyderabad
- 1 month ago
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Job Description
Job Title: Collection & Retention Executive Outbound Calling English, Telugu & Hindi - All three Languages are Mandatory Job Summary:We are looking for a proactive and persuasive Collection & Retention Executive to manage outbound calls aimed at recovering overdue payments and retaining existing customers. The ideal candidate will be responsible for maintaining a balance between securing timely collections and ensuring customer satisfaction, thus reducing churn and improving overall customer value.
Key Responsibilities:Collections:
- Initiate outbound calls to customers with overdue accounts to recover pending payments.
- Educate customers on their dues, payment options, and potential consequences of non-payment.
- Record promises-to-pay (PTPs) and follow up to ensure fulfillment.
- Update payment status and customer interactions accurately in the system.
Retention:
- Identify reasons for customer dissatisfaction or intent to discontinue service.
- Offer customized solutions, discounts, or service modifications to retain customers.
- Handle service-related grievances and coordinate with internal teams for resolution.
- Build rapport with customers and reinforce the value of the product or service.
General:
- Achieve daily, weekly, and monthly collection and retention targets.
- Maintain high call quality and customer service standards.
- Ensure adherence to compliance, privacy, and regulatory guidelines.
- Provide feedback to management on recurring customer issues or trends.
Requirements:
- Education: Minimum Graduate in any discipline.
- Experience: 13 years in collections, retention, customer service, or telecalling (BPO or service industry preferred).
- Skills:
- Strong communication and negotiation skills.
- Good listening and problem-solving abilities.
- Customer-focused with a persuasive approach.
- Basic computer knowledge and familiarity with CRM tools.
- Proficiency in languages as applicable English, Hindi & Telugu].
- Fixed salary + attractive incentives on sales performance
- Opportunities for career growth in sales and business development
- Training and development programs to enhance sales skills
- Fun and collaborative work culture.
Key Performance Indicators (KPIs):
- Collection Rate / Recovery Efficiency
- Retention Rate / Customer Churn Reduction
- Call Volume & Productivity
- PTP to Payment Conversion Ratio
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
Interested candidates can directly come for Walk-In location. Contact via 9121803*** On Spot Offer Letter will be released.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Bilingual / Multilingual Support - Voice / BlendedEmployement Type: Walk-insContact Details:
Company: Atria ConvergenceLocation(s): Hyderabad
Keyskills: Retention Upsell Retention Management Customer Retention
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ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-the-home entertainment, education, Today, we are closer than ever to realising it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and De...
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