Job Description

Retentions Agent
Location: Cape Town
Salary: R16,500 - R18,500 per month
Work Type: In-office
About the Company
Our client is a well-established telecommunications provider focused on delivering excellent customer service and long-term customer loyalty. They are growing their customer experience team and are looking for dynamic individuals to support their retention function.
Why Join Them
This is a great opportunity for a customer-focused professional who enjoys working directly with clients, solving problems, and building strong relationships. The role offers exposure to a fast-paced environment where your contribution directly impacts customer satisfaction and business growth.
About the Role
The Retentions Agent will be responsible for engaging with customers to understand their concerns, resolve issues, and encourage continued loyalty to the business. The role requires strong communication skills, a persuasive approach, and a genuine passion for customer service.
Previous retentions experience is beneficial, but candidates with the right customer service background and attitude will also be considered.
Requirements and Responsibilities
Key Responsibilities

• Implement customer retention strategies to increase loyalty and reduce churn
• Engage with customers to understand challenges and provide solutions
• Analyse customer feedback and behavioural trends
• Maintain accurate records of customer interactions, retentions, and migrations
• Negotiate with customers to renew contracts and retain business
• Collaborate with sales and onboarding teams to propose retention solutions
• Build positive long-term relationships with customers and business partners
• Identify opportunities to upsell products and services where appropriate
• Meet daily targets and contribute to improving customer loyalty
• Support onboarding teams when required and assist across departments as needed

Experience & Skills Required

• Matric (essential)
• Minimum of 2 years' experience in a customer contact centre environment
• Experience in customer retention or a similar customer-focused role is advantageous
• Strong conflict resolution and negotiation skills
• Excellent interpersonal and communication skills
• Ability to remain calm and professional under pressure
• Organised, empathetic, and customer-centric approach

Personal Attributes

• Excellent customer service orientation
• Confident and persuasive communication style
• Empathetic, patient, and resilient
• Strong organisational and time-management skills
• Comfortable working in a target-driven environment
• Professional and composed in stressful situations

Skills Required