Chipemmi Abonmei

Customer Care Specialist @Admiral Solutions

Gurugram, IN

Customer Care Specialist – Retention Department (Admiral Solutions)Roles and Responsibilities:Customer Retention: Engage with existing customers to understand concerns and prevent cancellations or policy lapses. Offer personalized solutions, discounts, or service upgrades to retain clients.Relationship Management: Build trust and rapport through professional, empathetic communication.Maintain a positive customer experience to enhance loyalty and satisfaction.Problem Resolution: Handle complaints, resolve issues efficiently, and follow up to ensure resolution.De-escalate tense situations calmly and confidently.Needs Assessment: Analyze customer accounts and usage patterns to identify retention opportunities.Upsell or cross-sell appropriate products or services when relevant.Data Management:Update customer records, feedback, and outcomes accurately in CRM systems.Track and report retention metrics and feedback trends.Policy Knowledge: Stay well-informed on company products, services, and policy terms.Clearly explain terms, benefits, and processes to customers.Team Collaboration: Work closely with the sales, claims, and service departments to resolve complex issues and ensure seamless support.Target Achievement:Meet or exceed retention targets and performance KPIs.Participate in regular training to improve persuasion and communication skills.Compliance & Confidentiality: Adhere to data protection laws, internal policies, and quality standards.Handle customer information with confidentiality and integrity.Trained with a Motor & Home Insurance.

Manipur University

Bachelor's degree, Chemistry

Manipur University

Master's degree, Mass Communication/Media Studies

Manipur University

Bachelor of science, Chemistry