Qualifications/Requirements

2-3 years’experience in customer retention, account management, or customer experience. Exeperience in telecoms, ICT or data/ISP environments is strongly preferred. ||Essential / Minimum|0-5 years|

Bachelor’s Degree / Diploma in Business Administration, Commerce, Marketing, IT or related field

• Proactively engage existing Fixed Data Customers across assigned SME Customer base, to build strong relationships and drive long-term retention.
• Monitor customer usage patterns, behavior trends, and risk indicators to identify potential churn early.
• Execute targeted retention strategies for at-risk Fixed Data customers, including service recovery, issue resolution, and value reinforcement.
• Handle cancellation requests and objections using structured save and retention techniques.
• Implement win-back initiatives to re-engage and recover previously churned Fixed Data customers.
• Engage customers approaching contract renewal or showing reduced usage to prevent disconnections and service lapses.
• Identify root causes of churn and provide actionable insights to improve service delivery and customer experience.
• Collaborate with technical, billing, and customer care teams to resolve issues impacting customer satisfaction.
• Ensure customers are well supported throughout their service lifecycle, including billing, usage, and service support.
• Proactively identify and execute upsell and cross-sell opportunities within the existing customer base to drive ARPU growth and base expansion.
• Promote relevant product upgrades, higher-tier packages, and bundled solutions aligned to customer needs and usage patterns.
• Leverage all customer engagement touchpoints (retention, support, renewal discussions) to expand product adoption and customer value.
• Maintain accurate records of customer interactions, churn reasons, retention actions, and outcomes.
• Prepare and share regular reports on churn trends, retention performance, win-back success rates, and base growth (upsell/cross-sell performance).
• Continuously gather customer feedback to inform retention and customer experience improvement initiatives.

• Customer retention
• Account management
• Customer experience
• Telecommunications
• ICT
• Data/ISP environments
• Proactive engagement
• Churn reduction
• Win-back strategies
• Issue resolution
• Upselling
• Cross-selling
• Customer relationship management
• Reporting
• Customer feedback analysis

• Bachelor’s Degree / Diploma in Business Administration, Commerce, Marketing, IT or related field