Retention Specialist - ISP Customer Care

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

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.