Customer Retention Representative Job in Kenya

Job Title: Customer Retention Representative

Hiring Organization: SunCulture Kenya Ltd
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Solar Energy
Job Type: Full Time
Salary: KES
Date Posted: 05/28/2024

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.

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

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