Company Overview

Fieldforce Solutions Limited is a local Kenyan agency that provides Experiential Marketing, Branding and Field Force Management Services.

Job Summary

The Customer Care – Outbound Retention Agent will conduct outbound calls to customers, re-engage inactive users, address customer concerns, and promote the company’s services. The role requires excellent communication skills, a customer-focused mindset, and the ability to work in a performance-driven environment.

Key Responsibilities:

• Conduct outbound calls to potential and existing customers to introduce company products and services and achieve sales or appointment targets.
• Perform user recall activities by contacting inactive or lost users, understanding their needs, resolving concerns, and encouraging them to resume using the company’s services.
• Accurately record and update customer information while maintaining proper call records and feedback logs.
• Respond professionally to customer inquiries and handle basic complaints and after-sales issues.
• Work closely with the team to achieve daily, weekly, and monthly performance targets.
• Collect and summarize customer feedback and provide suggestions for improving products and services.

Qualifications and Requirements:

• High school certificate or Diploma in a relevant field.
• At least 1 year of experience in telemarketing, telesales, customer service, or call centre operations.
• Clear and confident communication skills with strong listening ability.
• Patient, responsible, and able to learn quickly in a fast-paced environment.
• Outgoing personality with strong interpersonal skills and a results-driven attitude.
• Basic computer skills and familiarity with Microsoft Office and CRM systems will be an added advantage.
• Ability to work under pressure and meet performance targets.
• Experience in the sports betting or casino industry will be an added advantage

• Conduct outbound calls to potential and existing customers to introduce company products and services and achieve sales or appointment targets.
• Perform user recall activities by contacting inactive or lost users, understanding their needs, resolving concerns, and encouraging them to resume using the company’s services.
• Accurately record and update customer information while maintaining proper call records and feedback logs.
• Respond professionally to customer inquiries and handle basic complaints and after-sales issues.
• Work closely with the team to achieve daily, weekly, and monthly performance targets.
• Collect and summarize customer feedback and provide suggestions for improving products and services.

• Clear and confident communication skills with strong listening ability.
• Patient, responsible, and able to learn quickly in a fast-paced environment.
• Outgoing personality with strong interpersonal skills and a results-driven attitude.
• Basic computer skills and familiarity with Microsoft Office and CRM systems will be an added advantage.
• Ability to work under pressure and meet performance targets.

• High school certificate or Diploma in a relevant field.
• At least 1 year of experience in telemarketing, telesales, customer service, or call centre operations.
• Experience in the sports betting or casino industry will be an added advantage