Telecom Retention Officer

We are looking for a Telecom Retention Officer B2B to join our growing team. The ideal candidate will have strong customer retention, objection handling, and relationship management skills, with experience in the telecom or service industry.

Key Responsibilities

• Contact customers to retain existing services and reduce cancellations.
• Handle customer complaints and provide effective service recovery solutions.
• Conduct outbound retention, renewal, follow-up, and customer recovery calls.
• Negotiate with customers to resolve concerns and improve customer satisfaction.
• Update customer records accurately in the CRM system, including call notes, follow-up status, cancellation reasons, and retention outcomes.
• Meet daily, weekly, and monthly KPIs, including retention targets, call productivity, and customer satisfaction.
• Work closely with internal teams to resolve customer issues efficiently.

Requirements

• Previous experience in customer retention, cancellations, renewals, complaint handling, or customer service.
• Telecom industry experience is highly preferred, particularly with du, e& (Etisalat), Virgin Mobile, telecom channel partners, telecom call centers, or customer care/retention teams.
• Candidates with retention experience in Banking, Insurance, Real Estate, or other service industries are also encouraged to apply.
• Excellent negotiation, objection handling, and communication skills.
• Ability to manage difficult customer situations professionally and calmly.
• Experience using CRM systems and maintaining accurate customer records.
• Good knowledge of Microsoft Office (Excel, Word, PowerPoint) or Google Workspace.
• Strong English communication skills. Additional languages such as Arabic, Hindi, Urdu, Malayalam, or Tamil are an advantage.
• Immediate joiners and candidates with their own visa or spouse visa will be given preference.
• should handle his / her own visa

Pay: AED3,000.00 - AED4,000.00 per hour

Application Question(s):

• Do you have experience in customer retention or customer care with du or e& (Etisalat)?
• Do you have retention or customer service experience in Banking, Insurance, Real Estate, or other service industries?
• Do you have experience in telecom tele sales, call centers, customer service, or complaint handling?
• Do you have your own visa?

Work Location: In person