Retention Agent

Company description:

Digicel Group Limited

Job description:

JOB TITLE: Retention Agent

Primary objective of the job:

The Retention Agent is responsible for ensuring the retention of customers by addressing concerns, resolving issues, and providing tailored solutions to improve customer satisfaction. The role involves proactive customer engagement and requires working closely with other departments, such as Billing, Product Management, Sales Support, Call Centre, Sales & Retail, and Service Delivery, to ensure that customers are offered the best solutions and incentives to stay with the company. The Retention Agent must be skilled in communication, problem-solving, and providing a personalized service experience to customers at risk of leaving.

Main Duties and Responsibilities: 

Key Responsibilities:

• Engage with Customers: Reach out to customers who are at risk of discontinuing services, offering tailored solutions, and ensuring that their concerns are addressed promptly and effectively.
• Understand Customer Needs: Listen to and understand the reasons for potential churn, provide clear explanations, and offer retention strategies that suit their needs (discounts, service adjustments, etc.).
• Customer Issue Resolution: Work with customers to resolve issues related to billing, service interruptions, and other concerns that may impact retention.
• Collaborate with Cross-Functional Teams: Work closely with Billing, Product Management, Sales Support, Call Centre, Sales & Retail, and Service Delivery to provide solutions that can help retain customers and address their specific issues.
• Proactive Retention Activities: Engage in proactive outreach to customers who may be considering leaving, identifying any issues they may have before they escalate.
• Maintain Service Knowledge: Stay updated on the latest product offerings, promotions, and services available to help customers make informed decisions.
• Customer Feedback: Gather feedback from customers on their experience and identify opportunities for process improvements or product enhancements to improve retention efforts.
• Documentation & Reporting: Maintain detailed records of customer interactions and retention efforts, providing regular updates and reports on the status of retention campaigns and metrics.
• Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.

Academic qualifications and experience required for job:

• Five (5) CXC or O‘Level subjects including English and Mathematics
• 2 years’ experience in a similar capacity is desired
• Experience in the telecommunications sector would be considered an asset.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements. 

Functional Skills:

• Self-motivated and results-oriented approach to work
• Able to work in a fast paced, dynamic environment.
• Ability to work effectively under pressure.
• Database Administration Skill
• Working knowledge of Microsoft office suite
• Customer service and solutions oriented
• Excellent communication and influencing skills with the ability to interact across all levels of the business
• Confidentiality and trustworthiness
• The ability to think outside the box to find innovative solutions to challenges.
• Strong follow-up skills to ensure tasks are completed and objectives are met.