Field Retention Agent – Customer Win‑Back Specialist

About the role

We are seeking results‑driven Field Retention Agents to join our frontline team. In this role you will proactively engage dormant or suspended customers, resolve their concerns, and implement win‑back solutions that strengthen long‑term loyalty.

Key responsibilities

• Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
• Act as a brand ambassador, conducting follow‑ups to reinforce service value and identify underlying pain points leading to churn.
• Implement targeted campaigns, including personalized offers and loyalty programmes, to encourage immediate reactivation.
• Provide on‑the‑spot solutions or coordinate with technical and support teams to remove service‑related barriers.
• Coordinate professional collection of company equipment from customers who have definitively exited the service.
• Track all field interactions and deliver insights on churn drivers and territory‑specific trends to management.

Required profile

• Diploma or degree in Business, Marketing, Communications, or a related field.
• 2+ years of proven success in field sales, customer service, or field operations.
• Exceptional interpersonal skills with the ability to turn a “no” into a “yes.”
• Analytical mindset to identify patterns in customer behaviour and churn data.
• Resilient problem‑solver with stamina for consistent field travel and face‑to‑face engagement.