Customer Care – Outbound Retention Team at Fieldforce Solutions Limited

We are seeking motivated and customer-focused individuals to join the Outbound Retention Team as Customer Care Agents. The successful candidates will be responsible for contacting customers, improving engagement, and supporting customer retention through proactive communication.

Job Summary:
The Customer Care – Outbound Retention Agent will conduct outbound calls to customers, re-engage inactive users, address customer concerns, and promote the company’s services. The role requires excellent communication skills, a customer-focused mindset, and the ability to work in a performance-driven environment.

Key Responsibilities:

• Conduct outbound calls to potential and existing customers to introduce company products and services and achieve sales or appointment targets.
• Perform user recall activities by contacting inactive or lost users, understanding their needs, resolving concerns, and encouraging them to resume using the company’s services.
• Accurately record and update customer information while maintaining proper call records and feedback logs.
• Respond professionally to customer inquiries and handle basic complaints and after-sales issues.
• Work closely with the team to achieve daily, weekly, and monthly performance targets.
• Collect and summarize customer feedback and provide suggestions for improving products and services.

Qualifications and Requirements:

• High school certificate or Diploma in a relevant field.
• At least 1 year of experience in telemarketing, telesales, customer service, or call centre operations.
• Clear and confident communication skills with strong listening ability.
• Patient, responsible, and able to learn quickly in a fast-paced environment.
• Outgoing personality with strong interpersonal skills and a results-driven attitude.
• Basic computer skills and familiarity with Microsoft Office and CRM systems will be an added advantage.
• Ability to work under pressure and meet performance targets.
• Experience in the sports betting or casino industry will be an added advantage