Customer Success & Retention Executive
HandyPay Services Private Limited | Astro Ad Services App
Location: Mumbai
Experience: 3+ Years
Employment Type: Full-Time
Industry: FinTech / Digital Payments / Customer Experience
About HandyPay Services Private Limited
HandyPay Services Private Limited is a rapidly growing FinTech company committed to delivering innovative digital payment solutions and exceptional customer experiences. We are looking for a proactive, customer-focused, and data-driven professional to join our team as a Customer Success & Retention Executive for the Astro Ad Services App.
This role is ideal for individuals who are passionate about customer engagement, retention strategies, and delivering outstanding service while working in a fast-paced digital environment.
Position Overview
The Customer Success & Retention Executive will be responsible for managing customer relationships throughout their lifecycle, ensuring prompt resolution of customer concerns, driving customer retention, and executing user engagement initiatives. The role requires strong communication skills, analytical thinking, and hands-on experience in customer support, retention campaigns, and customer success operations.
Candidates with prior experience in FinTech, Digital Payments, Wallets, Recharge Platforms, Gaming, Astrology Apps, Subscription-Based Businesses, or similar customer-facing digital platforms will be preferred.
Key Responsibilities
Customer Success & Support
- Serve as the primary point of contact for customers using the Astro Ad Services App.
- Handle customer queries through Chat, WhatsApp, Email, and Call Support channels.
- Resolve wallet, recharge, transaction, account, subscription, and service-related concerns.
- Process refund requests and ensure timely resolution of customer issues.
- Deliver a superior customer experience while maintaining high service standards.
Complaint Resolution & Escalation Management
- Investigate customer complaints and ensure prompt resolution within defined timelines.
- Coordinate with Operations, Product, and Technical teams for issue resolution.
- Maintain complete documentation and closure records for escalated cases.
- Identify recurring customer issues and recommend process improvements.
Customer Retention & Relationship Management
- Engage with customers to improve satisfaction and platform usage.
- Execute retention initiatives to reduce customer churn.
- Conduct proactive follow-ups with existing customers.
- Build long-term customer relationships and encourage repeat transactions.
Customer Reactivation & Engagement
- Identify inactive and dormant users through customer data analysis.
- Execute reactivation campaigns via WhatsApp, Email, Push Notifications, and Calls.
- Track campaign effectiveness and user conversion metrics.
- Recommend strategies to improve user engagement and retention.
Campaign Management
- Execute customer engagement campaigns across multiple communication channels.
- Manage recharge reminders, promotional campaigns, and customer communication initiatives.
- Monitor campaign performance metrics and customer response rates.
- Work closely with marketing teams to improve campaign outcomes.
Reporting & Analytics
- Maintain customer interaction records and CRM data.
- Prepare daily, weekly, and monthly reports on customer engagement and retention.
- Analyze customer behavior patterns and identify opportunities for business growth.
- Generate actionable insights using Advanced Excel and reporting tools.
Desired Candidate Profile
Education
- Graduate in any discipline.
- Certifications in Customer Success, CRM, Marketing, Business Administration, or Digital Marketing will be an added advantage.
Experience
- Minimum 3 years of experience in Customer Success, Customer Retention, CRM, Customer Support, Client Servicing, or Customer Engagement.
- Prior experience in FinTech, Digital Payments, Wallets, Payment Apps, E-commerce, Subscription Platforms, Gaming Apps, Astrology Platforms, or similar digital businesses preferred.
Technical Skills
- Strong working knowledge of Advanced Microsoft Excel, including:
- VLOOKUP/XLOOKUP
- Pivot Tables
- Data Analysis
- Conditional Formatting
- Reporting & Dashboard Preparation
- Data Validation & MIS Reporting
- Experience with CRM tools and customer support platforms.
- Proficiency in Google Sheets and business reporting tools.
Core Competencies
- Excellent verbal and written communication skills.
- Strong customer relationship management abilities.
- Outstanding problem-solving and conflict-resolution skills.
- Ability to multitask and manage multiple customer interactions simultaneously.
- Strong analytical mindset with attention to detail.
- Ability to work independently in a target-oriented environment.
- Customer-centric approach with a focus on retention and engagement.
Preferred Candidate
Candidates with experience in:
- FinTech Companies
- Digital Payment Platforms
- Wallet & Recharge Businesses
- Astrology Applications
- Subscription-Based Apps
- Customer Retention & CRM Functions
- Customer Lifecycle Management
will be given preference.
Key Performance Indicators (KPIs)
- First Response Time (FRT)
- Resolution Time
- Customer Satisfaction Score (CSAT)
- Complaint Closure Rate
- Customer Retention Rate
- Repeat Transaction Rate
- User Reactivation Rate
- WhatsApp Campaign Response Rate
- Email Campaign Open & Conversion Rate
- Push Notification CTR
- Active User Retention Rate
- Customer Engagement Score
Why Join HandyPay Services Private Limited?
- Opportunity to work with a growing FinTech and Digital Services company.
- Direct exposure to customer success, retention, and engagement strategies.
- Collaborative and performance-driven work culture.
- Career advancement opportunities in Customer Success and CRM functions.
- Opportunity to contribute to customer growth and business expansion initiatives.
Pay: ₹500,000.00 - ₹700,000.00 per year
Work Location: In person
