Vilcom Networks Limited is a telecommunications company headquartered in Nairobi, Kenya. Our mission is to deliver best-of-class communication services to our customers through fast and affordable internet access and reliable network operation. We are seeking four (4) proactive Customer Retention Executives to join our team in Nairobi.
The primary focus of this role is to engage with existing customers to ensure long-term satisfaction and loyalty. You will identify potential churn risks and implement effective strategies to retain clients while ensuring a seamless communication experience.
Key Responsibilities
Proactively engage and retain customers to ensure long-term loyalty.
Identify at-risk clients and implement effective retention strategies.
Follow up on customer issues and ensure timely resolution.
Support onboarding and ongoing customer engagement initiatives.
Provide support across various Vilcom services.
Monitor churn rates and customer satisfaction levels.
Coordinate with the SOC and technical teams for prompt issue resolution.
Ensure consistent and professional customer communication and experience across all touchpoints.
Requirements & Skills
Bachelor's Degree in Business, IT, Telecommunications, or a related field.
At least 2 years of experience in customer service or customer retention roles.
Proficiency in CRM systems and knowledge of ISP services and the customer lifecycle.
Strong communication and problem-solving skills.
Ability to work collaboratively with technical departments.
How to Apply
Interested candidates should submit their updated CVs to careers@vilcom.co.ke.
How to Apply
Interested candidates should submit their updated CVs to careers@vilcom.co.ke.
