Customer Retentions Consultant

About the role

The Customer Retentions Consultant will work in a fast‑paced call‑centre environment to manage cancellation and downgrade requests, aiming to keep customers engaged with Infinity Services Partner Company’s telecom offerings. The role blends problem‑solving, consultative selling and high‑quality service delivery.

Key responsibilities

• Identify reasons for customer churn and propose tailored solutions to retain them.
• Handle each interaction with empathy, aiming for first‑call resolution.
• Promote relevant products or upgrades that add value for the customer and the business.
• Achieve and exceed defined retention and sales targets.
• Document all retention actions accurately and ensure compliance with quality and regulatory standards.
• Collaborate with internal teams to resolve complex issues efficiently.

Required profile

• Matriculation (high school) certificate.
• 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 experience in the telecommunications sector.
• Strong communication, negotiation and problem‑solving abilities.

Required skills