Operations Customer Expert (Reactivation Agent)
2026-03-24T16:47:49+00:00
Teleperformance
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https://www.teleperformance.com/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Professional Services
Customer Service, Sales & Retail
2026-04-08T17:00:00+00:00
8
Background information about the job or company (e.g., role context, company overview)
TP is a trusted partner to many of the world’s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.
Responsibilities or duties
We are seeking a Reactivation Agent to reconnect with former customers, understand their past concerns, and help them rediscover the value of our service. This role is focused on building trust, addressing objections, and offering personalized solutions that encourage long-term customer relationships.
Qualifications or requirements (e.g., education, skills)
Skills and Personality Traits:
- Excellent verbal communication and interpersonal skills
- Strong active listening and empathy
- Proven ability to handle objections and retention conversations
- Customer-focused mindset with a consultative sales approach
- High level of professionalism and emotional intelligence
- Ability to work with KPIs and performance targets
Experience needed
Requirements:
- At least 1 year of experience in customer retention, telesales, or call center roles
- Experience handling dissatisfied or churned customers
- Proven customer-facing experience delivering excellent service.
- Typing speed of 40WPM with accuracy of 90% and above
- Excellent grammar skills, B2 and above English
- Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
- Strong product knowledge and the ability to learn quickly
- Strong computer literacy including word processing, typing, and cloud-based applications
Any other provided details (e.g., benefits, work environment, team info, or additional notes)
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
* Contact former customers who have canceled their subscription or service * Conduct professional and compliant reactivation calls * Identify reasons for cancellation and address concerns with empathy * Provide clear updates on product improvements, features, and offers * Present personalized reactivation options based on customer needs * Maintain a consultative approach focused on value rather than aggressive selling * Data entry and research as required to troubleshoot customer problems. * Managing database records, drafting status reports on customer service issues. * Providing feedback on the efficiency of the customer service process. * Ensuring customer satisfaction and providing professional customer support. * Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
* Excellent verbal communication and interpersonal skills * Strong active listening and empathy * Proven ability to handle objections and retention conversations * Customer-focused mindset with a consultative sales approach * High level of professionalism and emotional intelligence * Ability to work with KPIs and performance targets * Typing speed of 40WPM with accuracy of 90% and above * Excellent grammar skills, B2 and above English * Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing * Strong product knowledge and the ability to learn quickly * Strong computer literacy including word processing, typing, and cloud-based applications
* BA/BSc/HND, Diploma * At least 1 year of experience in customer retention, telesales, or call center roles * Experience handling dissatisfied or churned customers * Proven customer-facing experience delivering excellent service. * Bachelor’s Degree preferred but not mandatory. * Typing speed of 40WPM with accuracy of 90% and above * Excellent grammar skills, B2 and above English * Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing * Strong product knowledge and the ability to learn quickly * Strong computer literacy including word processing, typing, and cloud-based applications
JOB-69c2c035e8cf1
Vacancy title:
Operations Customer Expert (Reactivation Agent)
[Type: FULL_TIME, Industry: Professional Services, Category: Customer Service, Sales & Retail]
Jobs at:
Teleperformance
Deadline of this Job:
Wednesday, April 8 2026
Duty Station:
Nairobi | Nairobi
Summary
Date Posted: Tuesday, March 24 2026, Base Salary: Not Disclosed
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JOB DETAILS:
Background information about the job or company (e.g., role context, company overview)
TP is a trusted partner to many of the world’s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.
Responsibilities or duties
We are seeking a Reactivation Agent to reconnect with former customers, understand their past concerns, and help them rediscover the value of our service. This role is focused on building trust, addressing objections, and offering personalized solutions that encourage long-term customer relationships.
Qualifications or requirements (e.g., education, skills)
Skills and Personality Traits:
- Excellent verbal communication and interpersonal skills
- Strong active listening and empathy
- Proven ability to handle objections and retention conversations
- Customer-focused mindset with a consultative sales approach
- High level of professionalism and emotional intelligence
- Ability to work with KPIs and performance targets
Experience needed
Requirements:
- At least 1 year of experience in customer retention, telesales, or call center roles
- Experience handling dissatisfied or churned customers
- Proven customer-facing experience delivering excellent service.
- Typing speed of 40WPM with accuracy of 90% and above
- Excellent grammar skills, B2 and above English
- Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
- Strong product knowledge and the ability to learn quickly
- Strong computer literacy including word processing, typing, and cloud-based applications
Any other provided details (e.g., benefits, work environment, team info, or additional notes)
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
Job application procedure
Application Link:Click Here to Apply Now
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