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  • Posted: Feb 7, 2023
    Deadline: Feb 9, 2023
  • U-Connect Human Resources limited is a wholly owned Nigerian company with its head office in Lagos, Nigeria. Established in 2004, with an aim to transform your business into customer centers through our innovative Human Resources and pro-active Customer care solution. The firm offers an array of services; personnel outsourcing, recruiting, customer servic...
    Read more about this company


    Retention Agent

    Purpose of the Job (Brief)

    • The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

    Key Activities

    • Reduce Customer churn.
    • Identifying inactive subscribers and get them active on the network.
    • Identify and monitor unique customer trends and escalate.
    • Engage active customer to proactively identify unique customer issues and solve.
    • Customer complaint/request and feedback management
    • Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
    • Track /update and close all tickets on OTRS.
    • Process compensation, reimbursement, waivers and refunds for customers.
    • Customer engagement
    • Maintain constant and effective communication with retail customers through surveys.
    • Identify and monitor unique customer trends and escalate.
    • Increase customer satisfaction.
    • Ensure all complaints are resolved.
    • Process request in timely manner and send updates to customers.
    • Effectively identifying and dealing with customer dissatisfaction.
    • Any other duties assigned by manager Demonstrate (Key competencies)

    Educational Qualifications & Functional Skills

    • Minimum Requirements: HND / B.Sc, any Discipline.
    • Minimum Experience: 1 - 2 years’ experience in customer care.

    Work Experience:

    • Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company
    • The ideal candidate must have experience in the telecom industry

    Other Requirements:

    • Customer Focus
    • Result Oriented
    • Ability to multitask, set priorities and manage time effectively.
    • Excellent communication and listening skills
    • Team player
    • Good listener
    • Good interpersonal Skills
    • Hard working
    • Accountable
    • Innovative
    • Self-Motivated.

    Method of Application

    Interested and qualified candidates should send their Resume / CV to: and Copy: using the Job Title as the subject of the mail.

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