Job Description

Retentions Agent
Location: Cape Town (On-site)
Employment Type: Full-Time, Permanent
Industry: Telecommunications / VoIP / Call Centre
Salary: R10,000 R12,000 per month (based on experience) + incentivesAbout the CompanyOur client is a multi-award-winning, next-generation telecommunications provider offering premium VoIP and broadband services to small businesses across the UK. They have rapidly become the UKs No.1 rated Telco/VoIP provider, with more than 20 industry awards in the past two years. Positioned to lead the market ahead of the 2025 BT Landline Shutdown, they provide an exciting, fast-paced work environment and a strong culture of innovation, learning, and career growth.About the RoleAs a Retentions Agent, your primary role is to retain customers considering cancellation or switching services by addressing their concerns and offering tailored solutions. Youll engage with clients via multiple communication channels, resolve technical and service issues, and support the companys retention goals through proactive problem-solving and negotiation. Your focus will be on delivering a seamless and professional customer experience that builds loyalty and satisfaction.Why Join Them?Be part of a market-disrupting, award-winning UK telecoms companyJoin a growing team dedicated to innovation and 5-star customer serviceOpportunity for ongoing training, development, and career progressionSupportive, fast-paced and target-driven environmentKey ResponsibilitiesEngage with customers via inbound calls, emails, and live chat to discuss cancellation queriesIdentify and resolve issues affecting customer satisfaction or service performancePropose targeted retention offers, discounts or promotions in line with company policyCommunicate clearly and empathetically to maintain strong customer relationshipsManage and document all customer interactions accurately using internal CRM systemsCollaborate with internal departments (e.g. sales, technical support) for resolution of complex casesConduct outbound win-back campaigns to re-engage recently lost customersUphold quality and compliance standards as per call centre protocols and telecom regulationsCollect and report customer feedback to drive continuous service improvementFollow up with customers post-resolution to ensure satisfaction and retentionRequirements & SkillsProven experience in a retentions or customer service role (preferably with UK-based clientele)Familiarity with VoIP products and services (advantageous)Experience handling customer disputes or ombudsman cases (preferred)Strong problem-solving ability and ability to think quickly under pressureExcellent verbal and written communication skillsHigh level of empathy, professionalism, and customer-centric mindsetStrong organisational skills with the ability to prioritise and multitask in a fast-paced environmentPassionate about achieving First Call Resolution (FCR) and customer loyaltyComfortable working towards KPIs and performance targetsBenefits & RemunerationMonthly salary: R10,000 R12,000 (commensurate with experience)Discretionary bonus schemeSubsidised on-site parkingMedical insurance on Flexicare plan (Discovery)Access to ICAS Employee Wellness Programme

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