Retention Agent – Customer Retention Specialist

About the role

We are looking for a proactive Retention Agent to manage our Fixed Data customer base, reduce churn and drive revenue growth through targeted engagement and upsell initiatives.

Key responsibilities

• Proactively engage existing Fixed Data customers to build strong relationships and ensure long‑term retention.
• Monitor usage patterns, behavior trends and risk indicators to identify potential churn early.
• Execute targeted retention strategies, including service recovery, issue resolution and value reinforcement for at‑risk customers.
• Handle cancellation requests using structured save and retention techniques.
• Implement win‑back initiatives to re‑engage previously churned customers.
• Engage customers approaching contract renewal or showing reduced usage to prevent disconnections.
• Identify root causes of churn and provide actionable insights to improve service delivery.
• Collaborate with technical, billing and customer‑care teams to resolve issues impacting satisfaction.
• Identify and execute upsell and cross‑sell opportunities, promoting product upgrades and bundled solutions.
• Maintain accurate records of interactions, churn reasons and retention actions, and prepare regular performance reports.

Required profile

• 2‑3 years of experience in customer retention, account management or customer experience.
• Experience in telecom, ICT or data/ISP environments is strongly preferred.
• Bachelor’s degree or diploma in Business Administration, Commerce, Marketing, IT or a related field.

Required skills