Enable your future
At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.
What is your mission
- Own the conversion and retention performance of the assigned market, driving results across both metrics.
- Manage the client's end-to-end conversion and retention experience to raise conversion rates, lower churn, and increase lifetime value.
- Proactively engage all customer segments in a strategic, structured manner to maximize productivity across the full portfolio.
- Maintain strong product, industry, and competitor knowledge to continually improve outbound call quality and quantity.
- Grow customer lifetime value by tailoring offers to each client's needs (Nurturing). • Reactive dormant customers within the assigned market.
- Partner with the marketing team to design campaigns that reduce churn and increase lifetime value.
- Handle client complaints in line with internal policy, deliver compliance approved responses when required.
- Collaborate with internal stakeholders to enhance the customer's experience across their entire lifecycle.
- Understand both the customer and partner lifetime journeys, working closely with other commercial teams to ensure a consistent client experience throughout.
- Ensure all activities comply with risk and regulatory guidelines while maintaining a high standard of customer experience.
- Ensure language proficiency for the assigned market.
- Undertake other duties as assigned by management, consistent with the employee's role, and support the ongoing implementation and improvement of the company's Quality Management System.
Who are we looking for
- Prior experience in conversion, retention, or client-facing / customer service roles will be preferred.
- Strong communication and interpersonal skills, with the ability to build rapport and handle objections professionally over calls.
- Willingness and adaptability to quickly learn the product, industry, and competitive landscape to support high-quality conversations.
- Language proficiency in the assigned market (verbal and written)
- Customer-centric mindset with proactive, structured approach to managing a portfolio of clients.
- Comfortable working toward targets tied to conversion, retention, and churn performance.
- Comfortable being measured on KPIs related to outbound call activity and quality (e.g. Call volume, talk time, quality scores).
- Ability to handle client complaints calmly and in line with compliance requirements.
- High attention to compliance and risk awareness in client interactions.
About TDCX
Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.
With a focus on helping companies enable the future, TDCX's smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.
