The Retention Agent - Safaricom (Kenya) role is focused on driving customer loyalty, minimizing churn, and expanding customer value within the SME Fixed Data segment. The successful candidate will build strong relationships, proactively identify at-risk customers, and deploy effective save and win-back strategies.
Key Performance Measures
- Retention & Churn: Overall Fixed Data retention, churn reduction, win-back rate of previously churned customers.
- Value Expansion: Upsell conversion rate, cross-sell penetration, and overall ARPU growth.
- Customer Satisfaction: 98% customer satisfaction (NPS and quality metrics), 100% SLA adherence, feedback within 30 minutes of resolution.
- Operational Excellence: 98% onboarding data accuracy, and 100% accuracy and completeness of reporting.
Key Responsibilities
- Customer Retention & Engagement: Proactively engage existing Fixed Data SME customers to drive long-term loyalty. Monitor usage patterns and risk indicators to detect potential churn early.
- Churn Management & Win-Back: Handle cancellation requests using structured save techniques. Implement win-back initiatives to recover previously churned customers.
- Issue Resolution: Collaborate with technical, billing, and customer care teams to resolve complaints and maintain 100% SLA adherence.
- Account Growth (Upsell/Cross-sell): Identify and execute opportunities to promote higher-tier packages, upgrades, and bundled solutions to existing customers.
- Reporting & Feedback: Maintain accurate records of all customer interactions and prepare regular performance reports on churn trends, win-back success, and base growth.
Requirements
- Experience: 2-3 years of experience in customer retention, account management, or customer experience. Prior experience in telecoms, ICT, or data/ISP environments is highly preferred.
- Education: Bachelor’s Degree or Diploma in Business Administration, Commerce, Marketing, IT, or a related field.
