Customer Retentions Agent

RSAWEB; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical Aid (Discovery)

Reduced Gap Cover Rates (Turnberry)

Retirement Annuity Contribution (Allan

Job summary

RSAWEB seeks a dedicated retention specialist within our Consumer Division to manage the customer retention lifecycle from initiation to resolution. You will design and execute strategies to retain customers, collaborate with multiple departments, and ensure high levels of satisfaction through effective ticket management.

The role requires 5+ years in customer service, 2+ years in retention, and 1 year CRM experience; a tertiary qualification is preferred.

Qualifications

• Grade 12 or equivalent.
• 5+ years customer service experience.
• 2+ years retention experience.
• 2+ years complaint/escalation handling experience.
• 1 year experience working on a CRM.

Responsibilities

• Utilize effective methods to retain existing customers.
• Manage short- and long-term retention plans.
• Implement strategies to increase retention.
• Collaborate with departments to improve retention strategies.
• Ticket management.
• Understand complex customer situations and provide appropriate solutions.
• Perform any other reasonable task.

Skills

Customer service

Retention management

CRM experience

Communication skills

Education

Grade 12 or equivalent

Relevant tertiary qualification

Tools

CRM software

Job description

Cape Town, South Africa | Posted on 10/09/2026

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google - the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:

• Fibre-to-the-Business (FTTB)
• Mobile connectivity and data management
• Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

• We Build Trust and Ownership
• We Innovate Feverishly
• We Go the Extra Mile
• We Believe in Humility
• We Communicate Openly & Honestly
• We Make it Fun
• We Teach, Grow & Learn
• We Do More, With Less

Where will the successful candidate fit in?

Based within our vibrant Consumer Division, using your amazing customer centric approach, you will be responsible for managing the customer retentions process from beginning to end.

Job Duties:

• Utilize effective methods to retain existing customers.
• Managing short- and long-term plans to retain customers.
• Implement various strategies to increase retention.
• Collaborate with different departments to improve retention strategies.
• Ability to understand complex customer situations and provide appropriate solutions.
• Ticket management.
• And any other reasonable task

Requirements

• Grade 12 or equivalent.
• Relevant tertiary qualification (preferred).
• Customer service experience of at least 5 years.
• Complaint and escalation handling experience of at least 2 years.
• Minimum of 2 years retention experience.
• Experience within an ISP of at least 1 year (preferred).
• Strong attention to detail and customer focus.
• 1-year experience working on a CRM.
• Medical Aid (Discovery)
• Reduced Gap Cover Rates (Turnberry Premier)
• Retirement Annuity Contribution (Allan Gray)
• Medical Insurance (Momentum - Health4Me)
• Discounted Internet Connectivity
• Free Employee Wellness Programme (Lyra Wellbeing, formerly ICAS)
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!