Retentions Agent

Believe Resourcing; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading telecommunications company in Cape Town is seeking a Retentions Agent to retain customers considering cancellation. The role involves addressing concerns, resolving issues, and delivering exceptional customer service in a fast-paced environment. Join a dynamic team dedicated to innovation and customer satisfaction.

Benefits

Discretionary bonus scheme

Subsidised on-site parking

Medical insurance on Flexicare plan

Access to ICAS Employee Wellness Programme

Qualifications

• Proven experience in a retentions or customer service role.
• Familiarity with VoIP products and services is advantageous.
• Strong problem-solving ability and excellent communication skills.

Responsibilities

• Engage with customers via calls, emails, and chat to discuss cancellation queries.
• Identify and resolve issues affecting customer satisfaction.
• Propose targeted retention offers and maintain strong customer relationships.

Skills

Problem-solving

Communication

Empathy

Organisational skills

Job description

Retentions AgentLocation: Cape Town (On-site)Employment Type: Full-Time, PermanentIndustry: Telecommunications / VoIP / Call CentreSalary: R10,000 – R12,000 per month (based on experience) + incentives

About the Company

Our client is a multi-award-winning, next-generation telecommunications provider offering premium VoIP and broadband services to small businesses across the UK. They have rapidly become the UK’s No.1 rated Telco/VoIP provider, with more than 20 industry awards in the past two years. Positioned to lead the market ahead of the 2025 BT Landline Shutdown, they provide an exciting, fast-paced work environment and a strong culture of innovation, learning, and career growth.

About the Role

As a Retentions Agent, your primary role is to retain customers considering cancellation or switching services by addressing their concerns and offering tailored solutions. You’ll engage with clients via multiple communication channels, resolve technical and service issues, and support the company’s retention goals through proactive problem-solving and negotiation. Your focus will be on delivering a seamless and professional customer experience that builds loyalty and satisfaction.

Why Join Them?

• Be part of a market-disrupting, award-winning UK telecoms company

• Join a growing team dedicated to innovation and 5-star customer service

• Opportunity for ongoing training, development, and career progression

• Supportive, fast-paced and target-driven environment

Key Responsibilities

• Engage with customers via inbound calls, emails, and live chat to discuss cancellation queries

• Identify and resolve issues affecting customer satisfaction or service performance

• Propose targeted retention offers, discounts or promotions in line with company policy

• Communicate clearly and empathetically to maintain strong customer relationships

• Manage and document all customer interactions accurately using internal CRM systems

• Collaborate with internal departments (e.g. sales, technical support) for resolution of complex cases

• Conduct outbound win-back campaigns to re-engage recently lost customers

• Uphold quality and compliance standards as per call centre protocols and telecom regulations

• Collect and report customer feedback to drive continuous service improvement

• Follow up with customers post-resolution to ensure satisfaction and retention

Requirements & Skills

• Proven experience in a retentions or customer service role (preferably with UK-based clientele)

• Familiarity with VoIP products and services (advantageous)

• Experience handling customer disputes or ombudsman cases (preferred)

• Strong problem-solving ability and ability to think quickly under pressure

• Excellent verbal and written communication skills

• High level of empathy, professionalism, and customer-centric mindset

• Strong organisational skills with the ability to prioritise and multitask in a fast-paced environment

• Passionate about achieving First Call Resolution (FCR) and customer loyalty

• Comfortable working towards KPIs and performance targets

Benefits & Remuneration

• Monthly salary: R10,000 – R12,000 (commensurate with experience)

• Discretionary bonus scheme

• Subsidised on-site parking

• Medical insurance on Flexicare plan (Discovery)

• Access to ICAS Employee Wellness Programme