VIP Relationship, Retention & Feedback Executive – Fintech; UAE

Role Overview

We are seeking a customer-focused professional to manage relationships with high-value fintech users across our payment platforms. This role is responsible for retention, proactive communication, issue resolution, and feedback collection. You will be a dedicated point of contact for important customers and help ensure they receive a fast, personalised service.

This is a 24/7 customer-facing role operating on a rotational shift basis, including evenings, weekends and holidays as required.

You must be comfortable interacting directly with clients, handling outbound retention calls, managing escalations, and maintaining strong ongoing relationships. This is a visible role where the customer should feel they have a dedicated person supporting them.

• Manage relationships with high-value and regular fintech customers
• Conduct welcome calls and proactive retention follow‑ups
• Proactively contact customers to ensure smooth payment experience
• Handle escalations early before they become complaints
• Monitor user activity and reach out to inactive customers
• Provide personalised Whats App and chat support to assigned users
• Collect customer feedback and share insights with internal teams
• Coordinate with Payments, Reseller Operations, and Customer Service
• Help customers understand processes and escalation paths
• Ensure customers feel supported and valued at all times
• Support 24/7 operations through rotational shift coverage

• Excellent communication and relationship-building skills
• Comfortable speaking to customers daily via calls and messages (Hindi / English preferred)
• Strong judgement and decision-making ability
• Understanding of fintech / payments / wallet / UPI systems
• Proven telesales or retention background
• Professional appearance and confidence in client-facing interactions
• Ability to remain calm, reassuring, and solution-focused
• Highly organised, reliable, and disciplined with follow-ups

• Proven experience in telesales, retention, customer success, account management, or similar
• Experience handling high-value customers and improving engagement/usage
• Comfortable making outbound calls daily and maintaining structured follow-ups
• Strong objection-handling and service recovery skills
• Willingness to work a rotational shift pattern as part of a 24/7 service

This role helps protect revenue and customer loyalty by ensuring high-value customers receive a fast, personal service and do not escalations to leadership. It is a front-facing role with direct impact on retention and trust.