CUSTOMER RETENTION EXECUTIVES (4) @ VILCOM NETWORKS
Vilcom Networks is currently seeking four Customer Retention Executives to join our Nairobi-based team. This role is critical for ensuring long-term business sustainability by focusing on customer satisfaction and reducing churn rates. The successful candidates will be responsible for proactively reaching out to existing clients to understand their needs and address any concerns they may have regarding our services.
As part of this dynamic team, you will be passionate about customer experience and driving growth in a fast-paced telecommunications environment. Your efforts will directly contribute to bridging the digital divide across Kenya. We offer a vibrant workplace where talent and drive are highly valued, providing you with the opportunity to grow professionally while making a meaningful impact on our customer base.
As part of this dynamic team, you will be passionate about customer experience and driving growth in a fast-paced telecommunications environment. Your efforts will directly contribute to bridging the digital divide across Kenya. We offer a vibrant workplace where talent and drive are highly valued, providing you with the opportunity to grow professionally while making a meaningful impact on our customer base.
Key Requirements
Minimum of a Bachelor's degree in Business, Marketing, or a related field.
Proven experience in customer service or a retention-based role.
Exceptional verbal and written communication skills in English and Swahili.
Strong interpersonal skills with the ability to build rapport quickly.
Proficiency in using CRM software and other customer management tools.
Ability to analyze customer data to identify trends and potential churn risks.
Excellent problem-solving and negotiation skills to resolve customer issues.
A results-oriented mindset with a focus on meeting retention targets.
Ability to work effectively both independently and as part of a team.
High level of patience and empathy when dealing with difficult customer situations.