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