Field Retention Agents
About this role
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).
- 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.
Frequently Asked Questions
Is the salary disclosed for the Field Retention Agents position at Tatu City?
The salary for this Field Retention Agents role at Tatu City is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Field Retention Agents position at Tatu City located?
This Field Retention Agents role at Tatu City is based in Tatu City, Kiambu County, Kenya. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Field Retention Agents role at Tatu City full-time or part-time?
This is listed as a Full time position. It is posted as a Field Retention Agents role at Tatu City.
How do I apply for the Field Retention Agents position at Tatu City?
Click the "Apply Now" button on this page. You will be redirected to Tatu City's official application portal hosted on workable where you can submit your application directly.
When was the Field Retention Agents job at Tatu City posted?
This Field Retention Agents position at Tatu City was posted on Mar 23, 2026. Apply as soon as possible — early applications are often reviewed first.
Field Retention Agents
Tatu City
You'll be redirected to Tatu City's official application page on workable.