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Retention Executive at Wananchi Group

Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.

Department: Customer Experience

Position Reporting to: Team Leader – Retention

Job Purpose / Summary:

To support and retain our current subscribers using selling techniques in order to achieve customer reconnection targets. Educate customers on competitive pricing and product information; assist the customer in comparing and contrasting our products versus competition.

A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

Key Roles:

  • Handle outbound disconnect/downgrade calls from existing customers
  • Responsible for skillfully retaining customers through positive relationship building
  • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
  • Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
  • Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
  • Effectively transition from the save to upgrading the customer to additional products and services
  • Provide exceptional customer care across all call types including escalations, technical support and billing
  • Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
  • Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence
  • Report customer problems to escalation departments to ensure customer satisfaction
  • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
  • Provide explanation and interpretation of billing system information
  • Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner


  • Experience over 1 year in a Retention/Churn team in a Telco company
  • Customer-centric mentality & passion for the customer
  • Must have ability to complete all work

Preferred Skills / Qualifications:

  • Effective listening skills with high level of empathy
  • Effective verbal communication skills, including grammar and tone
  • Ability to probe and correctly identify customer needs/concerns.
  • Strong Problem solving ability
  • Exceptional sales skills in order to save and upgrade customers
  • Proven ability in objection handling techniques
  • Ability to deal with rejection
  • Manage confrontation and remain confident
  • Ability to provide complete customer service, overcome customer objections and retain customers.

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