We are looking for results-driven Field Retention Agents to join our frontline team. In this role, you won't just be saving accounts; you will be restoring relationships. You will proactively engage with dormant or suspended customers, address their concerns, and implement strategic win-back solutions to strengthen long-term loyalty.Key ResponsibilitiesActive Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.Relationship Management: Act as a brand ambassador, conducting follow-ups to reinforce the value of our services and identify underlying "pain points" leading to churn.Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.How Success is MeasuredTotal volume of successfully reactivated customers (Win-back rate).Monthly churn reduction within your assigned territory.Customer satisfaction scores following field interactions.Improvement in Customer Lifetime Value (CLV).RequirementsEducation: Diploma or Degree in Business, Marketing, Communications, or a related field.Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.Negotiation: Exceptional interpersonal skills with the ability to turn a "no" into a "yes."Analytical Mindset: Ability to identify patterns in customer behavior and churn data.Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.
We are looking for results-driven Field Retention Agents to join our frontline team. In this role, you won't just be saving accounts; you will be restoring relationships. You will proactively engage with dormant or suspended customers, address their concerns, and implement strategic win-back solutions to strengthen long-term loyalty.
Key Responsibilities
- Active Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
- Relationship Management: Act as a brand ambassador, conducting follow-ups to reinforce the value of our services and identify underlying "pain points" leading to churn.
- Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
- Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.
- Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.
- Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.
How Success is Measured
- Total volume of successfully reactivated customers (Win-back rate).
- Monthly churn reduction within your assigned territory.
- Customer satisfaction scores following field interactions.
- Improvement in Customer Lifetime Value (CLV).
Requirements
- Education: Diploma or Degree in Business, Marketing, Communications, or a related field.
- Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.
- Negotiation: Exceptional interpersonal skills with the ability to turn a "no" into a "yes."
- Analytical Mindset: Ability to identify patterns in customer behavior and churn data.
- Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
