Customer Retention Executive (Remote)

Location: Remote (Work From Home)

Shift Timings: Any 9-hour shift between 9:00 AM - 9:00 PM IST

Work Schedule: 6 days a week, Monday to Sunday, with 1 rotational weekly off

Salary Range: INR 18,000 - 20,000 (Per Month)

About the Company

Datastraw Technologies designs and manages customer experience (CX) infrastructure for growing and established businesses. We combine customer support operations, retention systems, AI-powered agents, process design, and analytics to help businesses deliver better customer experiences at scale.

About the Role

We are looking for Customer Retention Executives (Voice Process) to join our remote customer experience team.

This is a customer-facing, non-field role combining sales, customer support, retention, and relationship management. You will communicate with customers over the phone and, when required, through chat and email. The role involves handling a mix of sales and support conversations. You will speak with customers who have shown interest in a product, abandoned their purchase, require assistance with an existing order, or may need follow-up for feedback and retention.

You will be expected to understand the customer's requirement, provide accurate information, resolve concerns, handle objections, assist with purchases, and create a positive customer experience while also working toward conversion and retention goals.

Key Responsibilities

• Make 100-150 customer calls per day using the company-provided calling system.
• Follow up with customers who have shown interest, including abandoned-cart customers, to understand concerns and assist with purchase completion.
• Handle sales conversations, explain products, pricing, offers, payment, and delivery details, and drive conversions.
• Provide customer support for queries related to products, orders, payments, delivery, returns, replacements, and other concerns.
• Handle customer objections, identify requirements, and provide suitable solutions with a customer-first approach.
• Conduct feedback and post-purchase calls to understand customer experience, identify concerns, and collect actionable feedback.
• Make retention and follow-up calls to encourage repeat purchases and maintain positive customer relationships.
• Handle customer interactions through calls, chat, and email as required by the assigned process.
• Accurately update customer interactions, sales activity, feedback, follow-ups, and issues in the CRM.
• Meet assigned conversion, revenue, retention, call-volume, customer-support, and quality targets while following process guidelines.

Requirements

• 6 months-1 year of experience in telesales, telecalling, customer service, customer support, or a voice process.
• Excellent verbal communication skills in English and Hindi.
• Strong customer handling, listening, persuasion, objection-handling, and problem-solving skills.
• Comfortable handling both sales and customer-support conversations over the phone.
• Customer-focused, confident, empathetic, and professional while communicating with customers.
• Comfortable working in a target-driven environment with a high volume of customer interactions.
• Basic knowledge of CRM systems, computers, and common digital tools.
• Willing to work rotational shifts, including Sundays and public holidays, based on business requirements.
• Must have a personal laptop/desktop with webcam and stable internet connection for remote work.

Why Join Us?

• Work remotely while supporting customer experience operations for growing and established businesses.
• Gain exposure to sales, customer support, retention, and CX operations.
• Learn how people, processes, technology, and AI are combined to deliver customer experience at scale.
• Develop practical skills across both revenue generation and customer relationship management.