RETENTION AGENT - SAFARICOM - Kenya

Key Performance Measures|Overall Fixed Data retention. Fixed Data Churn reduction through proactive engagement and outflow control Win-back rate of previously churned customers Timely resolution of customer issues and complaints Upsell conversion rate (customers upgraded to higher-value packages) Cross-sell penetration (adoption of additional products/services within existing base) Revenue expansion / ARPU growth from existing customers Product attachment rate (multi-product adoption within customer base) Customer Satisfaction: 98% customer satisfaction (NPS and internal quality metrics 100% SLA adherence 100% capture of customer queries and escalations Feedback to customers within 30 minutes of resolution 98% onboarding data accuracy 100% Accuracy and completeness of churn and retention reporting .
Key Responsibilities|Proactively engage existing Fixed Data Customers across assigned SME Customer base, to build strong relationships and drive long-term retention. Monitor custome...