Customer Retention - Non Voice

Role Summary: The Customer Retention Specialist (Non-Voice) will be responsible for proactively engaging with existing customers to ensure their satisfaction, address concerns, and encourage continued use of BYJU'S educational products and services. This role focuses on building long-term relationships and reducing churn through effective communication and problem-solving via email, chat, and other non-voice channels.

Key Responsibilities:

• Proactively reach out to customers through email and chat to gauge satisfaction and identify potential issues.
• Respond to customer inquiries and resolve complaints efficiently and empathetically via non-voice channels.
• Analyze customer feedback and usage data to identify trends and areas for improvement in product or service delivery.
• Develop and implement strategies to increase customer lifetime value and reduce churn rate.
• Educate customers on new features, updates, and benefits of BYJU'S offerings.
• Collaborate with other departments (e.g., Sales, Product, Tech Support) to ensure a seamless customer experience.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Contribute to the development of knowledge base articles and FAQs for customer self-service.