Operations Customer Expert (Reactivation Agent) - Nairobi Based at Teleperformance Kenya

We are seeking a Reactivation Agent to reconnect with former customers, understand their past concerns, and help them rediscover the value of our service. This role is focused on building trust, addressing objections, and offering personalized solutions that encourage long-term customer relationships.

Key Responsibilities

• Contact former customers who have canceled their subscription or service 
• Conduct professional and compliant reactivation calls 
• Identify reasons for cancellation and address concerns with empathy 
• Provide clear updates on product improvements, features, and offers 
• Present personalized reactivation options based on customer needs 
• Maintain a consultative approach focused on value rather than aggressive selling 
• Data entry and research as required to troubleshoot customer problems.
• Managing database records, drafting status reports on customer service issues.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.

Skills and Personality Traits 

• Excellent verbal communication and interpersonal skills 
• Strong active listening and empathy 
• Proven ability to handle objections and retention conversations 
• Customer-focused mindset with a consultative sales approach 
• High level of professionalism and emotional intelligence 
• Ability to work with KPIs and performance targets 

Requirements

• At least 1 year of experience in customer retention, telesales, or call center roles 
• Experience handling dissatisfied or churned customers 
• Proven customer-facing experience delivering excellent service.
• Bachelor’s Degree preferred but not mandatory.
• Typing speed of 40WPM with accuracy of 90% and above
• Excellent grammar skills, B2 and above English
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
• Strong product knowledge and the ability to learn quickly
• Strong computer literacy including word processing, typing, and cloud-based applications

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.