Role Purpose
The Retentions Agent is responsible for contacting clients who have cancelled or are likely to
cancel their fibre service, with the aim of reactivating their accounts. This role requires strong
communication, persuasion, and relationship-building skills to effectively present product
value, resolve concerns, and regain customer trust.
Key Responsibilities
- Make high volumes of outbound calls daily to expired, cancelled, and at-risk clients.
- Re-engage clients by clearly presenting fibre product features, benefits, and available
solutions.
- Handle objections confidently and professionally to address concerns and rebuild trust.
- Identify reasons for cancellation or dissatisfaction and provide tailored retention
strategies.
- Maintain strong product knowledge to educate clients effectively.
- Update CRM systems with accurate notes, client interactions, and outcomes.
- Meet or exceed daily, weekly, and monthly retention targets.
- Work collaboratively with the sales and customer support teams to ensure a seamless
customer experience.
- Provide feedback on recurring client issues to help improve products and processes.
Skills & Competencies
- Strong communication skills—clear, confident, and professional.
- Persuasive and influential personality with the ability to rebuild trust and win
customers back.
- High resilience and motivation, especially when making large volumes of calls daily.
- Excellent objection-handling abilities with a calm and solution-driven approach.
- Multilingual—able to engage clients in multiple languages (specify languages if
needed).
- Customer-centric mindset, with empathy and strong listening skills.
- Ability to work under pressure and maintain positive energy throughout the day.
- Target-driven, with a proven ability to meet and exceed KPIs.
Qualifications & Experience
- Matric / High school diploma (required).
- Experience in retentions, outbound sales, or customer service (advantageous).
- Experience in telecoms or fibre services (advantageous but not required).
- Familiarity with CRM systems and call-tracking tools.
