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  • Posted: May 6, 2024
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent
    Read more about this company


    Customer Retention Representative

    About the role:

    As a Customer Retention Representative, you will play a pivotal role in proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty to our brand. This role holder will hold a combination of excellent communication skills, a deep understanding of our products/services, and the ability to empathize with customers to retain their business.

    Key Responsibilities:

    • Conduct outbound calls to assess customer satisfaction and address concerns.
    • Establish and maintain positive customer relationships by actively listening to customer needs
    • Inform customers about new products, features, and promotions.
    • Investigate and resolve customer complaints efficiently.
    • Collaborate with departments to ensure prompt resolution of customer concerns.
    • Document all customer interactions and resolutions accurately in the CRM system.
    • Implement retention strategies to reduce churn and enhance loyalty.
    • Proactively identify at-risk customers and provide personalized solutions.
    • Stay updated on product knowledge and provide relevant training to customers.
    • Gather customer feedback to identify areas for improvement.
    • Share insights with relevant teams to enhance products and services.
    • Meet and exceed monthly retention targets and KPIs.
    • Provide regular reports on customer interactions, feedback, and retention outcomes.


    • Minimum of a Diploma or any other relevant education
    • Demonstrated proficiency in outbound customer retention, customer service or sales
    • Exceptional verbal and written communication skills 
    • Strong problem-solving capabilities and adeptness in conflict resolution.
    • Ability to work both independently and collaboratively within a team to achieve common goals.
    • Proficient utilization of CRM software and relevant tools
    • Exhibits adaptability and thrives in dynamic, fast-paced environments 

    go to method of application »

    Customer Retention Supervisor

    About the role:

    The Customer Retention Supervisor is a key member of our customer service department. The role holder will be responsible for leading a team of outbound retention specialists to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

    Key Responsibilities:

    • Lead and motivate an outbound retention team to achieve performance objectives and key results.
    • Provide continuous coaching, training, and feedback to enhance team members' skills and performance.
    • Foster a positive and collaborative team environment to encourage innovation and continuous improvement.
    • Develop and implement outbound customer retention strategies aligned with business goals.
    • Analyze customer data to identify areas for improvement and implement targeted retention initiatives.
    • Monitor and evaluate outbound calls to ensure adherence to established scripts and procedures.
    • Conduct regular quality assessments and provide constructive feedback to enhance performance.
    • Utilize data analytics tools to track retention metrics, generate reports, and provide insights for informed decision-making.


    • Bachelor’s degree in Business, Marketing, or a related field preferred.
    • Demonstrated success in a supervisory role within customer retention or outbound calling.
    • Profound grasp of customer retention strategies and best practices.
    • Outstanding leadership and interpersonal abilities.
    • Exceptional communication and negotiation skills.
    • Proficiency in CRM software and relevant tools.
    • Results-oriented mindset with a track record of exceeding targets.
    • Adaptable problem-solver with a customer-centric approach, thriving in dynamic environments.

    Method of Application

    Use the link(s) below to apply on company website.


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