Customer Retention Representative

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As a Customer Retention Representative at Octaplus, you will play a key role in maintaining and strengthening customer relationships. Your focus will be on reducing churn, increasing customer loyalty, and ensuring satisfaction through proactive engagement. You will handle retention strategies, resolve issues efficiently, and identify opportunities to enhance customer experience.

Key Responsibilities

· Proactively engage with existing customers to enhance satisfaction and prevent churn.

· Handle retention-based enquiries via phone, email, live chat, and social media.

· Identify at-risk customers and offer tailored solutions to retain their business.

· Conduct outbound retention calls to re-engage inactive or dissatisfied customers.

· Troubleshoot and resolve service or billing issues, escalating complex cases as needed.

· Monitor and respond to customer reviews on platforms like Trustpilot, addressing concerns and improving sentiment.

· Match customer intent with the right products and services to ensure long-term satisfaction.

· Support the sales team by identifying upsell and cross-sell opportunities.

· Maintain and update CRM records, tracking retention efforts and customer feedback.

· Generate and analyse reports on churn trends, customer concerns, and retention success rates.

Key Skills & Knowledge

· Strong understanding of Octaplus’ products, services, and pricing structures.

· Experience in customer retention, loyalty management, and churn reduction strategies.

· Experience in telesales, including outbound cold calling and customer engagement.

· Excellent attention to detail, organisational skills, and ability to manage tasks efficiently.

· Ability to work both independently and as part of a team with individual accountability.

· Professional, friendly manner with strong listening and persuasion skills.

· Positive attitude, willingness to learn new skills and adapt to new processes.

· Comfortable working remotely and being managed accordingly.

· Experience in Telco/Utilities customer service or sales preferred.

Key Stakeholders

· Onboarding: Ensure smooth new customer transitions and proactive support.

· Marketing & Sales: Share customer insights, trends, and potential retention strategies.

· Tech Support & Billing: Collaborate to resolve technical and billing-related concerns impacting retention.

Why Join Us?

At Octaplus, we are committed to keeping our customers happy and engaged. This role is perfect for someone passionate about customer relationships, problem-solving, and making a real impact in a growing ISP. If you thrive on retention strategies and enjoy turning challenges into customer loyalty, we’d love to hear from you!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Technology, Information and Internet

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