We are looking for a dynamic and customer-focused Customer Retention Officer to join a fast-paced telecommunications environment. This role is responsible for reducing customer churn, strengthening customer relationships, and delivering an exceptional customer experience through proactive engagement and effective issue resolution.
The ideal candidate will play a key role in retaining home internet customers by identifying their needs, resolving concerns, and offering tailored solutions that enhance loyalty and satisfaction.
Key Responsibilities
Churn Reduction & Renewal Management
Conduct outbound calls to customers at risk of churning and offer suitable retention solutions.
Present alternative plans, discounts, and value-added services based on customer needs.
Drive timely contract renewals through proactive engagement.
Issue Resolution & Complaint Handling
Engage customers to understand and resolve service-related concerns promptly.
Build strong relationships to enhance overall customer experience.
Follow up on unresolved issues until full resolution and satisfaction.
Guide customers on troubleshooting and service optimization.
Data Analysis & Insights
Analyse customer data to identify trends, risks, and opportunities.
Use insights to inform retention strategies and identify upselling or cross-selling opportunities.
Reporting
Prepare daily, weekly, and monthly reports on churn, retention performance, and customer activity.
Provide actionable insights to support decision-making and strategy.
Requirements
Bachelor's degree (BA/BSc) or Higher National Diploma (HND).
Previous experience in a customer care or retention role is preferred.
Proactive approach to customer engagement and relationship management.
Strong analytical and problem-solving skills.
Excellent communication and persuasion skills.
Detail-oriented with strong reporting skills.
How to Apply
Send your CV to talentsourcing@sheerlogicltd.com by 12th April 2026. Please indicate the job title in the subject line of your email.
How to Apply
Send your CV to talentsourcing@sheerlogicltd.com by 12th April 2026. Ensure you indicate the job title 'Customer Retention Officer (Telecommunications)' in the subject line.
