Customer Service Retention Representative

Coforge is seeking a Customer Service Retention Representative who excels in delivering excellent customer service while proactively retaining customers. The role involves providing high-quality support, resolving issues, and presenting relevant products and services to enhance customer satisfaction.

Responsibilities:

• Provide high‑quality customer support via phone in a professional and friendly manner
• Retain customers by identifying needs, resolving issues, and presenting relevant products, services, or save‑offers
• Follow structured call flows that maximize customer satisfaction and retention outcomes
• Clearly explain product features, pricing, adjustments, and service details
• Process service and save requests accurately
• Demonstrate empathy, patience, and effective problem‑solving skills
• Maintain proper documentation and ensure compliance with company and industry standards

Requirements:

• Strong customer service and communication skills
• Analytical thinking and ability to resolve issues effectively
• Accurate data entry and basic math skills
• Ability to multitask in a fast-paced environment
• Availability Monday–Friday between 8 AM – 8 PM EST
• Moderate to advanced hardware/software troubleshooting skills
• Provide high-quality customer support via phone in a professional and friendly manner
• Retain customers by identifying needs, resolving issues, and presenting relevant products, services, or save-offers
• Follow structured call flows that maximize customer satisfaction and retention outcomes
• Clearly explain product features, pricing, adjustments, and service details
• Process service and save requests accurately
• Demonstrate empathy, patience, and effective problem-solving skills
• Maintain proper documentation and ensure compliance with company and industry standards
• Customer Focus
• Adaptability and ability to work under pressure
• Multitasking with multiple systems
• Clear and concise communication
• Integrity and strong work ethic
• Initiative and proactive approach
• Results-orientation
• Sound judgment
• Team collaboration
• 2+ years of call center or high-volume customer service experience
• Experience in retention, save desk, subscription support, or service-based customer interactions
• Prior sales, upselling, or cross-selling experience
• High school diploma or equivalent
• Must be 18 years or older
• Private home office with a door
• Must remain on camera during working hours
• Wired internet connection (minimum 500 Mbps); Wi-Fi not permitted
• Candidate must provide dual monitors (15" min), keyboard, mouse, and a noise-cancelling headset
• Quiet, distraction-free environment