Customer Retention Associate

Company Description

TraviYo is a comprehensive platform designed to support travel professionals with integrated technology, marketing, and mentorship services. The company focuses on helping travel businesses transition from traditional offline operations to scalable online models. By offering end-to-end digital tools and expert guidance, TraviYo enables agencies to streamline workflows, improve customer engagement, and grow revenue. Team members join a fast-evolving travel-tech environment where innovation and client success are core priorities.

Role Description

The Customer Retention Associate is a full-time, on-site role based in Noida. In this position, the associate will engage with existing clients, address inquiries, and ensure timely resolution of issues to support strong customer relationships. Daily tasks include handling support calls and emails, monitoring customer satisfaction, identifying renewal and upsell opportunities, and providing product walkthroughs or basic training when needed. The role also involves collecting customer feedback, collaborating with internal teams to improve service quality, and maintaining accurate records of interactions and retention activities in company systems. The associate is expected to proactively reduce churn and contribute to long-term customer loyalty.

Qualifications

• Customer-facing skills: Strong abilities in Customer Support, Customer Service, and Customer Experience to manage inquiries and build trust.
• Commercial skills: Experience in Sales to identify renewal, cross-sell, and upsell opportunities with existing customers.
• Enablement skills: Capability to conduct Training sessions or product demonstrations to help customers use TraviYo solutions effectively.
• Additional qualifications: Excellent verbal and written communication, proficiency with CRM or support tools, and strong problem-solving and follow-up skills.
• Preferred background: Prior experience in customer success, account management, or retention roles; exposure to SaaS or travel industry is an advantage.
• Education: Bachelor's degree in business, communications, hospitality, or a related field, or equivalent practical experience.