Retention Agent – Safaricom (Kenya) at Smollan

Retention Agent – Safaricom (Kenya) at Smollan – Smollan Kenya Job Details

About the Role

Smollan is recruiting a Retention Agent – Safaricom (Kenya) at Smollan to join their customer retention team on a full-time basis. This position focuses on managing and retaining the Fixed Data customer base for Safaricom, working to reduce churn and drive revenue growth through strategic engagement and account management. The role is based in Kenya and offers the opportunity to work directly with enterprise and SME customers across the telecoms and data services sector.

As a Retention Agent – Safaricom (Kenya) at Smollan, you will be responsible for building lasting customer relationships, identifying at-risk accounts before they disconnect, and executing targeted retention strategies. You will also identify opportunities to expand revenue through upsell and cross-sell initiatives within the existing customer base. Success in this position is measured by churn reduction, customer satisfaction scores, and revenue growth metrics.

Key Responsibilities

• Maintain regular contact with assigned Fixed Data customers to build relationships and ensure long-term retention through proactive engagement and account oversight.
• Monitor customer usage patterns and behaviour indicators to identify accounts at risk of churn and take early intervention steps.
• Develop and execute targeted retention strategies for at-risk customers, including service recovery, issue resolution, and reinforcement of service value.
• Handle customer cancellation requests using structured retention techniques and address objections to prevent service disconnections.
• Implement win-back programmes to re-engage and recover customers who have previously churned from Fixed Data services.
• Identify and pursue upsell and cross-sell opportunities by promoting product upgrades, higher-tier packages, and bundled solutions aligned to customer needs and usage patterns.
• Collaborate with technical, billing, and customer care teams to resolve issues affecting customer satisfaction and service delivery.
• Maintain accurate records of all customer interactions, churn reasons, retention actions, and business outcomes for reporting and analysis.
• Prepare regular reports on churn trends, retention performance, win-back success rates, and revenue growth from existing accounts.

Requirements & Qualifications

• 2–3 years of demonstrated experience in customer retention, account management, or customer experience roles.
• Background in telecoms, ICT, or data/ISP environments is strongly preferred.
• Bachelor’s Degree or Diploma in Business Administration, Commerce, Marketing, IT, or a related field.
• Proven ability to identify and manage customer churn risk through proactive engagement.
• Experience handling customer objections and negotiating contract renewals.
• Strong capability in documenting customer interactions and preparing performance reports.
• Ability to work with cross-functional teams across technical, billing, and support departments.

What to Expect

• Performance is evaluated against fixed data retention rates, churn reduction targets, win-back success, upsell conversion rates, and customer satisfaction scores of 98% or higher.
• You will be required to maintain 100% SLA adherence, capture all customer queries and escalations, and provide feedback within 30 minutes of issue resolution.
• This Retention Agent – Safaricom (Kenya) at Smollan position in Kenya is open to qualified candidates. Click Apply below to submit your application.