Customer Retention Officer Job in Kenya 2021
Career Employment Kenya: Customer Retention Officer Job in Kenya 2021
Job Description: Today Work Kenya

Our client in the
service industry is looking to hire a Customer
Retention Officer

Workstation: Nairobi

Job Purpose;

To manage customer
service / retention / return on portfolio / CVC / Account Management, and operate
as the lead point of contact for any and all issues, concerns and matters
raised internally and externally that are specific to customers within the East
Africa Region.

Main Tasks and

  • Manage portfolios of customers in jeopardy within dedicated
    territory/valued customers effectively in conjunction with Sales,
    Operations and Business Management, to maximise portfolio retention.
  • Manage customer service team and ensure the
    quality of calls and target calls is met where this may be established.
  • Work closely with Department Heads and address any
    issues related to existing customers
  • Resolve problems aligned to complaint resolution
    and customer in jeopardy procedures by clarifying issues; researching and
    exploring answers and alternative solutions; implementing solutions;
    escalating unresolved problems. Identify “contracts in jeopardy” through
    ongoing scheduled contact with customers and take all reasonable action
    necessary to take the contract out of jeopardy and where possible
  • Respond to customer issues and enquiries within
    the expected time frame. Build and maintain strong, long-lasting customer
    relationships.  Negotiate contracts and close agreements to maximize
  • Develop a trusted advisor relationship with key
    accounts, customer stakeholders and executive sponsors. Ensure the timely
    and successful delivery of our solutions according to customer needs and
  • Communicate clearly the progress of
    monthly/quarterly initiatives to internal and external stakeholders.
    Develop new business with existing clients and/or identify areas of
    improvement to exceed sales quotas. Forecast and track retention metrics
    including save results and loss value forecasts on a daily basis and
    update immediately when customer status may change.
  • Proactively engage with customers in line with
    company contact method and quantity requirements. Resigning existing
    customers to extend agreement duration.  Work with customers nearing
    or outside of their contract expiration date to renegotiate and resign the
  • Identify and grow opportunities within the
    Countries and collaborate with sales teams to ensure growth
    attainment.  Assist with high severity requests or issue escalations
    as needed.  Maintain accurate records of all sales and activities including
    sales calls, presentations, closed sales, and follow-up activities via the
    standard procedures. 
  • Work cross functionally with the service delivery
    teams to ensure customer needs are being met. Establish customer needs and
    identify secondary or hidden needs, attempting to add value
    accordingly.  Sell additional services by recognizing opportunities
    to up-sell accounts; explaining features.  Complete understanding of
    the company pricing, opportunity creation and follow up model.
  • Apply pro-active retention call cycle calls to
    customers in line with KPI’s and record customer interactions and
    relationship cycle transactions. Perform troubleshooting on all customer
    issues and schedule all field service calls as required.  Update
    customer contact records to maintain current data.  Use all available
    reports and internal relationships to develop solutions that address the
    customer needs.
  • Ensure that Net Promoter Score (NPS) outbound call
    KPIs are achieved each month
  • Manage and oversee that Account Management portfolios
    are distributed as per correct Tier Functions – Report activity vs KPI for
    all Key Stakeholders
  • Track and monitor all incoming Complaints &
    Customer Termination Requests
  • Track and Monitor customers on Suspension, Drive
  • Provide telephone coverage in the Support Centre,
    during holiday or busy times.
  • Ad hoc admin duties as and when required by the
    Managing Director or the Management

Skills and

  • Bachelor’s Degree in Administration or any
    relevant field
  • A minimum of 3 years’ relevant experience in the
    same position
  • Management/Supervisory skills is a Must
  • Customer Service/Account Management,
    & Data analysis/excel skills
  • Strong IT Skills
  • Good administration and communication skills.

How To Apply

All applications should
be done on or before close of business 15th Sep 2021 on
link below:

Only shortlisted
candidates will be contacted