Job Description

Retentions AgentLocation: Cape Town (On-site)Employment Type: Full-Time, PermanentIndustry: Telecommunications / VoIP / Call CentreSalary: R10,000 R12,000 per month (based on experience) + incentives
About the Company
Our 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 Role
As 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 company
Join a growing team dedicated to innovation and 5-star customer service
Opportunity for ongoing training, development, and career progression
Supportive, fast-paced and target-driven environment
Key Responsibilities
Engage with customers via inbound calls, emails, and live chat to discuss cancellation queries
Identify and resolve issues affecting customer satisfaction or service performance
Propose targeted retention offers, discounts or promotions in line with company policy
Communicate clearly and empathetically to maintain strong customer relationships
Manage and document all customer interactions accurately using internal CRM systems
Collaborate with internal departments (e.g. sales, technical support) for resolution of complex cases
Conduct outbound win-back campaigns to re-engage recently lost customers
Uphold quality and compliance standards as per call centre protocols and telecom regulations
Collect and report customer feedback to drive continuous service improvement
Follow up with customers post-resolution to ensure satisfaction and retention
Requirements & Skills
Proven 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 pressure
Excellent verbal and written communication skills
High level of empathy, professionalism, and customer-centric mindset
Strong organisational skills with the ability to prioritise and multitask in a fast-paced environment
Passionate about achieving First Call Resolution (FCR) and customer loyalty
Comfortable working towards KPIs and performance targets
Benefits & Remuneration
Monthly salary: R10,000 R12,000 (commensurate with experience)
Discretionary bonus scheme
Subsidised on-site parking
Medical insurance on Flexicare plan (Discovery)
Access to ICAS Employee Wellness Programme