Customer Care Executive (Retention / Outbound) at iSON Xperiences Limited

Job Description:

• iSON Xperiences Kenya is seeking motivated and experienced Customer Care Executives to join our Retention / Outbound team. The ideal candidate will be responsible for engaging with high-end customers to ensure satisfaction, reduce churn, and offer tailored solutions to retain clientele. The role requires excellent communication, customer handling, and negotiation skills.

Key Responsibilities:

• Make outbound calls to existing and potential customers to retain their business and provide product or service updates.
• Understand customer needs, concerns, and reasons for discontinuation or dissatisfaction, and offer appropriate solutions.
• Maintain a high level of product knowledge to effectively communicate benefits and resolve objections.
• Build and maintain strong relationships with customers by providing exceptional service and support.
• Use customer feedback to recommend service improvements and share insights with internal teams.
• Maintain detailed and accurate records of customer interactions in CRM systems.
• Achieve individual and team retention targets as defined by the business.
• Collaborate with other departments including Quality, Training, and Operations to improve overall service delivery.

Required Qualifications and Skills:

• Bachelor’s degree in Commerce, Business Administration, or a related field.
• Minimum of 1 year experience in a customer service role, with a focus on Retention / Outbound customer interactions—preferably handling high-end customers.
• Excellent verbal and written communication skills.
• Strong negotiation and problem-resolution abilities.
• Ability to manage multiple customer inquiries efficiently and effectively.
• Proficiency in Microsoft Office Suite and experience with CRM tools.
• High level of emotional intelligence and customer empathy.
• Target-driven with the ability to meet or exceed KPIs.

Preferred Qualifications:

• Experience in a call center handling retention or outbound campaigns.
• Knowledge of customer lifecycle management and loyalty strategies.

Work Conditions:

• Must be flexible and willing to work extra hours as required by business needs.
• Must reside within a reasonable commuting distance to the office, as defined by the company for ease of transport logistics.