Customer Retentions Consultant

About the role

The Customer Retentions Consultant will manage interactions with customers who wish to cancel or downgrade their services, aiming to retain them through tailored solutions and a positive experience. The role operates in a fast‑paced call‑centre environment within the telecommunications sector.

Key responsibilities

• Identify reasons for cancellation or downgrade and propose appropriate solutions to retain customers.
• Handle customer concerns with empathy, aiming for first‑call resolution.
• Promote relevant products or services using consultative selling techniques to achieve upsell and cross‑sell opportunities.
• Achieve and exceed retention and sales targets while maintaining high customer satisfaction.
• Follow established processes, document retention actions, and ensure compliance with quality and regulatory standards.
• Collaborate with internal teams to resolve complex issues and contribute to continuous service improvement.

Required profile

• Matriculation (or equivalent) is essential.
• Minimum 2 years experience in a call‑centre environment.
• At least 1 year of experience in customer retention, sales, or customer‑save roles.
• 2 years relevant experience in the telecommunications industry.
• Ability to work flexible shifts, including evenings, weekends and holidays.

Required skills