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Open nowPosted 196 days ago

Field Retention Agents

Workable (global search)107,990 open roles

Where
Tatu City, Kiambu County, Kenya
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Your applicationOpen nowField Retention AgentsWorkable (global search) · Tatu City, Kiambu County, Kenya

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 6 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 196 days ago

Workable (global search) median: 6 days open

The posting

We are looking for results-driven Field Retention Agents to join our frontline team. In this role, you won't just be saving accounts; you will be restoring relationships. You will proactively engage with dormant or suspended customers, address their concerns, and implement strategic win-back solutions to strengthen long-term loyalty.

Key Responsibilities

  • Active Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
  • Relationship Management: Act as a brand ambassador, conducting follow-ups to reinforce the value of our services and identify underlying "pain points" leading to churn.
  • Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
  • Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.
  • Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.
  • Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.

How Success is Measured

  • Total volume of successfully reactivated customers (Win-back rate).
  • Monthly churn reduction within your assigned territory.
  • Customer satisfaction scores following field interactions.
  • Improvement in Customer Lifetime Value (CLV).

Requirements

  • Education: Diploma or Degree in Business, Marketing, Communications, or a related field.
  • Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.
  • Negotiation: Exceptional interpersonal skills with the ability to turn a "no" into a "yes."
  • Analytical Mindset: Ability to identify patterns in customer behavior and churn data.
  • Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.
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