Retention Agent

Job Title: D+ Retention Agent

Department: Home & Entertainment

Reports to (position): H&E Sales Operations Coordinator

Primary objective
As a Retention Agent, you will play a pivotal role in ensuring customer satisfaction and maintaining a loyal customer base. You will be responsible for identifying and addressing customer concerns, understanding their needs, and providing tailored solutions to retain their business. This position requires excellent communication skills, empathy, and a commitment to delivering exceptional customer service. 

Main Duties and Responsibilities 

• Customer Retention: Proactively engage with existing customers to understand their needs and reasons for potential churn.
• Issue Resolution: Address customer concerns, complaints, or dissatisfaction promptly and effectively, striving for a positive resolution.
• Product Knowledge: Maintain a deep understanding of the company's products or services to provide accurate information and offer suitable solutions to customers.
• Customized Solutions: Identify opportunities to upsell or cross-sell products or services that align with the customer's needs and preferences.
• Relationship Building: Build and maintain strong relationships with customers by demonstrating empathy, active listening, and professionalism.
• Retention Strategies: Collaborate with the Retention Manager to develop and implement strategies and campaigns aimed at retaining customers.
• Customer Feedback: Collect and document customer feedback and insights to help improve products, services, and the overall customer experience.
• Documentation: Maintain accurate and comprehensive records of customer interactions and retention efforts in the CRM system.
• Targets and Goals: Meet or exceed retention targets and KPIs established by the company.

 Academic Qualifications and Experience required for position

• High school diploma or equivalent; bachelor's degree preferred.
• Proven experience in customer service, sales, or a related field.
• Strong interpersonal and communication skills.
• Empathy and the ability to understand and address customer concerns effectively.
• Problem-solving skills and the ability to think creatively to retain customers.
• Familiarity with CRM software and customer retention strategies is a plus.
• Ability to work in a fast-paced environment and adapt to changing customer needs.
• A commitment to delivering exceptional customer service.

Functional Skills

• Knowledge of local market,
• Knowledge of Digicel products as well as competitors’ products,
• Works co-operatively with others to achieve team goals,
• Requires a strong knowledge of relevant business practices and procedures in their field,
• Excellent interpersonal skills,
• Excellent selling, communication and negotiation skills
• Ability to take initiative and work independently
• Confident and charismatic approach to people