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Customer Retention Specialist

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Rare Carat

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Location:
India

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

The Customer Retention Specialist is responsible for intercepting at-risk orders and converting cancellations into completed or newer purchases. This role focuses on real-time objection handling, alternative solutions, and value-based persuasion while maintaining Rare Carat’s high trust and customer-first standards. You will engage customers who are attempting to cancel, hesitate post-purchase, or raise concerns around price, timing, quality, or logistics, with the goal of preserving revenue and delivering a strong customer experience.

Job Responsibility:

  • Cancellation Intercepts & Save-the-Sale: Engage customers requesting cancellations via emails
  • Understand the true reason behind cancellation requests and address objections effectively
  • Present alternative solutions such as different diamonds, settings, timelines, or value-based adjustments
  • Convert cancellations into completed orders or modified purchases
  • Objection Handling & Negotiation: Handle objections related to pricing, discounts, delivery timelines, certification, or quality
  • Confidently explain value, certification standards, pricing rationale, and trade-offs
  • Offer approved incentives or alternatives in line with internal guidelines
  • Balance revenue protection with customer trust and brand integrity
  • Cross-Functional Coordination: Work closely with Sales, Ops, Manufacturing, and Logistics to validate feasibility before making commitments
  • Coordinate expedited solutions when timing or production is a concern
  • Ensure promises made to customers are realistic and deliverable
  • Revenue Recovery & Conversion: Track saved revenue, recovered orders, and conversion rates from cancellation flows
  • Identify repeat cancellation drivers and surface insights to leadership
  • Support upsell or swap opportunities when appropriate
  • Documentation & Process Discipline: Maintain detailed notes in CRM systems for every save attempt
  • Follow escalation and approval workflows for discounts or exceptions
  • Contribute to playbooks and best practices for save-the-sale scenarios

Requirements:

  • 1 to 3 years experience in sales, retention, or customer service roles
  • Proven ability to handle objections and close under pressure
  • Strong verbal and written communication skills
  • Comfort speaking with customers making high-value purchases
  • High ownership mentality and accountability for revenue outcomes

Additional Information:

Job Posted:
January 20, 2026

Work Type:
Remote work
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