Customer Experience Executive (Retention Focus)

Position Summary

We are seeking a proactive and customer-focused Customer Experience Executive (Retention Focus) to support customer activation, retention, and service recovery initiatives. This role plays a key part in improving customer engagement, reducing churn, and delivering actionable insights to enhance the overall customer experience. The ideal candidate is detail-oriented, analytical, communicative, and eager to grow within an international working environment.

Key Responsibilities

Customer Verification & Activation

• Conduct outbound calls to support customers in completing required verification steps.
• Provide clear guidance to ensure a smooth onboarding experience.
• Monitor follow-up activities and contribute to improving activation rates.

Retention & Re-engagement

• Perform structured outreach to at-risk, inactive, and churned customers to encourage service reactivation.
• Identify customer pain points and provide appropriate solutions to restore engagement.
• Accurately document customer feedback and churn reasons.

Customer Insights & Reporting

• Support analysis of transaction and engagement data to identify trends and risk indicators.
• Assist in compiling Voice of Customer (VoC) reports with actionable recommendations.
• Maintain accurate records of customer interactions in internal systems.

Service Recovery & Case Management

• Conduct follow-up calls for dissatisfied (DSAT) cases to rebuild trust.
• Monitor assigned cases and coordinate with internal teams to ensure timely resolution.
• Ensure end-to-end follow-up until customer satisfaction is achieved.