Retentions Agent
Retentions Agent
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Salary Not Disclosed
1 Vacancy
Job Description
Retentions Agent
Location: Cape Town (Onsite)
Employment Type: FullTime Permanent
Industry: Telecommunications / VoIP / Call Centre
Salary: R10000 R12000 per month (based on experience) incentives
About the Company
Our client is a multiawardwinning nextgeneration telecommunications provider offering premium VoIP and broadband services to small businesses across the UK. They have rapidly become the UKs No.1 rated Telco/VoIP provider with more than 20 industry awards in the past two years. Positioned to lead the market ahead of the 2025 BT Landline Shutdown they provide an exciting fastpaced work environment and a strong culture of innovation learning and career growth.
As a Retentions Agent your primary role is to retain customers considering cancellation or switching services by addressing their concerns and offering tailored solutions. Youll engage with clients via multiple communication channels resolve technical and service issues and support the companys retention goals through proactive problemsolving and negotiation. Your focus will be on delivering a seamless and professional customer experience that builds loyalty and satisfaction.
Why Join Them
Be part of a marketdisrupting awardwinning UK telecoms company
Join a growing team dedicated to innovation and 5star customer service
Opportunity for ongoing training development and career progression
Supportive fastpaced and targetdriven environment
Key Responsibilities
Engage with customers via inbound calls emails and live chat to discuss cancellation queries
Identify and resolve issues affecting customer satisfaction or service performance
Propose targeted retention offers discounts or promotions in line with company policy
Communicate clearly and empathetically to maintain strong customer relationships
Manage and document all customer interactions accurately using internal CRM systems
Collaborate with internal departments (e.g. sales technical support) for resolution of complex cases
Conduct outbound winback campaigns to reengage recently lost customers
Uphold quality and compliance standards as per call centre protocols and telecom regulations
Collect and report customer feedback to drive continuous service improvement
Follow up with customers postresolution to ensure satisfaction and retention
Requirements & Skills
Proven experience in a retentions or customer service role (preferably with UKbased clientele)
Familiarity with VoIP products and services (advantageous)
Experience handling customer disputes or ombudsman cases (preferred)
Strong problemsolving ability and ability to think quickly under pressure
Excellent verbal and written communication skills
High level of empathy professionalism and customercentric mindset
Strong organisational skills with the ability to prioritise and multitask in a fastpaced environment
Passionate about achieving First Call Resolution (FCR) and customer loyalty
Comfortable working towards KPIs and performance targets
Monthly salary: R10000 R12000 (commensurate with experience)
Discretionary bonus scheme
Subsidised onsite parking
Medical insurance on Flexicare plan (Discovery)
Access to ICAS Employee Wellness Programme
Required Experience:
Unclear Seniority
Employment Type
Full-Time
