Customer Retention Officer(Telecommunications)- 35k

We are looking for a dynamic and customer-focused Customer Retention Officer to join a fast-paced telecommunications environment. This role is responsible for reducing customer churn, strengthening customer relationships, and delivering an exceptional customer experience through proactive engagement and effective issue resolution.

The ideal candidate will play a key role in retaining home internet customers by identifying their needs, resolving concerns, and offering tailored solutions that enhance loyalty and satisfaction.

Key Responsibilities

Churn Reduction & Renewal Management

• Conduct outbound calls to customers at risk of churning and offer suitable retention solutions
• Present alternative plans, discounts, and value-added services based on customer needs
• Drive timely contract renewals through proactive engagement

Issue Resolution & Complaint Handling

• Engage customers to understand and resolve service-related concerns promptly
• Build strong relationships to enhance overall customer experience
• Follow up on unresolved issues until full resolution and satisfaction
• Guide customers on troubleshooting and service optimization

Data Analysis & Insights

• Analyse customer data to identify trends, risks, and opportunities
• Use insights to inform retention strategies and identify upselling or cross-selling opportunities

Reporting

• Prepare daily, weekly, and monthly reports on churn, retention performance, and customer activity
• Provide actionable insights to support decision-making and strategy

• Conduct outbound calls to customers at risk of churning and offer suitable retention solutions
• Present alternative plans, discounts, and value-added services based on customer needs
• Drive timely contract renewals through proactive engagement
• Engage customers to understand and resolve service-related concerns promptly
• Build strong relationships to enhance overall customer experience
• Follow up on unresolved issues until full resolution and satisfaction
• Guide customers on troubleshooting and service optimization
• Analyse customer data to identify trends, risks, and opportunities
• Use insights to inform retention strategies and identify upselling or cross-selling opportunities
• Prepare daily, weekly, and monthly reports on churn, retention performance, and customer activity
• Provide actionable insights to support decision-making and strategy

• BA/BSc/HND