Customer Retentions Agent

RSAWEB; Cape Town; On-site; ZAR 320,000 - 480,000; Full time

Benefits offered by this job

Discounted internet connectivity

Medical aid

Retirement planning

Wellness program

Job summary

RSAWEB in Cape Town is seeking a dedicated Customer Retention Specialist within our Consumer Division to protect and grow our customer base. You will craft proactive retention plans, analyze churn drivers, and drive programs that keep customers engaged and satisfied.

The ideal candidate has 5+ years in retention, strong CRM skills, and a proven track record of reducing churn in an ISP or tech environment. A collaborative, data-driven mindset and excellent communication are essential.

Qualifications

• Minimum 5 years in customer retention or related role.
• Experience in handling complaints and escalations.
• Strong customer-centric approach and problem-solving skills.

Responsibilities

• Retain existing customers through effective strategies.
• Manage short- and long-term retention plans.
• Collaborate with departments to improve retention.
• Handle complex customer situations and provide solutions.
• Manage tickets and follow-up.
• Perform other related duties as needed.

Skills

Customer retention

CRM experience

Complaint handling

Customer service

Cross-functional collaboration

Education

Grade 12

Relevant tertiary qualification

Tools

CRM software

Job description

Cape Town, South Africa | Posted on 02/11/2026

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!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.