Retention Executive Contractor

Job Closed!
Company:Safaricom Ltd
Category:Customer Service & Customer Support
Job Type:Permanent

Job details

Detailed Description



  • Monitor & Manage all forms of churns within the channel for the Home Solutions products & services. 
  • Educate & recruit specific segment customers on new and existing products within the  Home Solutions portfolio.
  • Devise and implement strategies that will drive customer product stickiness within the specified segment. 
  • Capture value from existing products through effective growth stimulation and new products adoption within Safaricom Home.
  • Drive continual customer upgrade strategies of Home Solutions products and services.
  • Track and reduce demand of Named Accounts segment through Safaricom channels (Not limited to line 400).
  • Conduct welcome, health check and churn prevention campaign initiatives. 
  • Retain contracts at risk of termination and manage termination process. 
  • Carry out external surveys to ascertain customer knowledge, perception and quality of service 
  • Repeat Caller Follow through.
  • Safaricom Home Retention Folder Management. 





Job Requirements



  • Minimum – Diploma in a business or social discipline from a recognized institution. A degree is an added advantage.
  • At least 4 years working experience in a customer engaging environment, preferably 2 years in sales
  • Strong communication and selling skills
  • Proactive, confident, energetic and able to work under pressure with a positive attitude
  • Creative and complex problem-solving skills
  • Self- motivating and requires minimum supervision
  • Project management skills
  • Integrity in handling customer proprietary information
Be the first to know about a job posting, subscribe SMS Alerts. »
Customer Service & Customer Support Safaricom Ltd 9 months ago