Retention Agent - Safaricom (Kenya)

Description

Key Performance Measures

• Overall Fixed Data retention. Fixed Data Churn reduction through proactive engagement and outflow control Win-back rate of previously churned customers Timely resolution of customer issues and complaints Upsell conversion rate (customers upgraded to higher-value packages) Cross-sell penetration (adoption of additional products/services within existing base) Revenue expansion / ARPU growth from existing customers Product attachment rate (multi-product adoption within customer base) Customer Satisfaction: 98% customer satisfaction (NPS and internal quality metrics 100% SLA adherence 100% capture of customer queries and escalations Feedback to customers within 30 minutes of resolution 98% onboarding data accuracy 100% Accuracy and completeness of churn and retention reporting .

Key Responsibilities

• Proactively engage existing Fixed Data Customers across assigned SME Customer base, to build strong relationships and drive long-term retention. Monitor customer usage patterns, behavior trends, and risk indicators to identify potential churn early. Execute targeted retention strategies for at-risk Fixed Data customers, including service recovery, issue resolution, and value reinforcement. Handle cancellation requests and objections using structured save and retention techniques.
• Implement win-back initiatives to re-engage and recover previously churned Fixed Data customers.
• Engage customers approaching contract renewal or showing reduced usage to prevent disconnections and service lapses. Identify root causes of churn and provide actionable insights to improve service delivery and customer experience.
• Collaborate with technical, billing, and customer care teams to resolve issues impacting customer satisfaction.
• Ensure customers are well supported throughout their service lifecycle, including billing, usage, and service support.
• Proactively identify and execute upsell and cross-sell opportunities within the existing customer base to drive ARPU growth and base expansion.
• Promote relevant product upgrades, higher-tier packages, and bundled solutions aligned to customer needs and usage patterns.
• Leverage all customer engagement touchpoints (retention, support, renewal discussions) to expand product adoption and customer value. Maintain accurate records of customer interactions, churn reasons, retention actions, and outcomes.
• Prepare and share regular reports on churn trends, retention performance, win-back success rates, and base growth (upsell/cross-sell performance). Continuously gather customer feedback to inform retention and customer experience improvement initiatives. .

Requirements

• 2-3 years’experience in customer retention, account management, or customer experience. Exeperience in telecoms, ICT or data/ISP environments is strongly preferred. ||Essential / Minimum|0-5 years|
• Bachelor’s Degree / Diploma in Business Administration, Commerce, Marketing, IT or related field