Nafham is a personalized learning platform dedicated to empowering students and fostering community growth. We provide online video lessons and tutoring services in Egypt and the Gulf region as well as international curriculums like SAT and IGCSE. Our offerings include life skills courses, from programming to language learning and professional development. Nafham’s mission is to enhance the educational experience and unlock the potential of young individuals across various communities.
Employment Type: Full-Time – 6-Month Contract
Responsibilities
- Contact existing customers to encourage renewals and continued subscriptions.
- Build and maintain strong relationships with students, parents, and customers.
- Identify customers who are at risk of cancellation or non-renewal and take proactive action to retain them.
- Understand customer needs, concerns, and reasons for cancellation.
- Handle objections professionally and provide suitable solutions to encourage retention.
- Follow up with customers throughout their subscription journey.
- Coordinate with Customer Service, Operations, Sales, and Instructor Operations to resolve customer issues affecting retention.
- Maintain accurate records of customer interactions, renewals, cancellations, and follow-ups.
- Monitor and follow up on pending renewal opportunities.
- Achieve monthly retention, renewal, and revenue targets.
- Contribute to reducing customer churn and improving customer satisfaction.
- Identify recurring customer concerns and share insights with the relevant teams.
- Follow retention procedures, scripts, and company policies.
- Prepare and share required reports regarding retention performance and customer feedback.
- Continuously improve retention techniques based on customer feedback and performance data.
Requirements
- 1–2years of experience in retention, customer service, telesales, account management, or a similar customer-facing role
- Strong communication and interpersonal skills.
- Excellent negotiation and objection-handling skills.
- Customer-oriented and empathetic approach.
- Strong follow-up and organizational skills.
- Ability to work under pressure and achieve targets.
- Strong problem-solving skills.
- Ability to analyze customer needs and identify retention opportunities.
- Good knowledge of Microsoft Office / Google Workspace.
- Experience in the education or EdTech industry is a plus.
