Fibre Retention Agent
Moladira Skills
Overview
The Fibre Retention Agent is responsible for engaging with clients who have canceled or are at risk of canceling their fibre services, aiming to reactivate their accounts through effective communication and relationship-building skills. This role focuses on presenting product value, addressing concerns, and regaining customer trust.
Requirements
- Matric / High school diploma (required)
- Experience in retentions, outbound sales, or customer service (advantageous)
- Experience in telecoms or fibre services (advantageous but not required)
- Familiarity with CRM systems and call-tracking tools
Responsibilities
- Make high volumes of outbound calls daily to expired, cancelled, and at-risk clients
- Re-engage clients by presenting fibre product features, benefits, and available solutions
- Handle objections confidently and professionally
- Identify reasons for cancellation or dissatisfaction and provide tailored retention strategies
- Maintain strong product knowledge to educate clients effectively
- Update CRM systems with accurate notes, client interactions, and outcomes
- Meet or exceed daily, weekly, and monthly retention targets
- Work collaboratively with the sales and customer support teams
- Provide feedback on recurring client issues to help improve products and processes
How to apply
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