Customer Retention Executive

Company: VisionTel Technology (du Authorised Channel Partner)
Location: Dubai, UAE
Department: Sales Operations
Reports to: [Sales Manager / Team Lead]
Employment type: Full-time, on-site

Role Purpose

Retain VisionTel's existing du customers and grow their value by resolving concerns before they churn, then offering suitable upgrades and additional services within approved du offers.

Key Responsibilities

• Retain: Contact customers 60 to 90 days before contract expiry, find out why they may leave, and present the best approved du retention offer.
• Handle objections: Deal with price, service and competitor concerns professionally, without pressuring the customer or promising anything outside du's approved offers.
• Upsell: Move retained customers to higher plans or upgraded packages where it fits their usage.
• Cross-sell: Offer relevant additional du products, such as home internet, add-ons and SME services, to retained customers.
• Serve customers in their preferred language: English plus [Malayalam / Tamil / Telugu / Kannada], and Hindi where needed.
• Process renewals and migrations accurately, following du documentation requirements.
• Log every interaction, outcome and lost-renewal reason in Nutshell on the same day.
• Follow UAE telecom regulations, data protection rules and du's calling and consent requirements.

KPIs

• Renewal and retention rate on the assigned base
• Churn or disconnection rate
• Upsell and cross-sell conversion, measured only on retained accounts
• Daily and weekly contact targets
• CRM accuracy and documentation rejection rate.

Desired Candidate Profile

• 1 to 2 years in telecom retention, renewals, customer success or inside sales. du or Etisalat experience preferred.
• Required or strongly preferred: fluency in [specify one or two: Malayalam / Tamil / Telugu / Kannada].
• Plus: Hindi, Urdu.
• Confident with high-volume outbound calling and objection handling.
• CRM discipline; Nutshell experience is an advantage.