Field Retention Agents
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Before you apply
LocationTatu City, Kiambu County, Kenya
Work modeon-site
Typefull-time
SeniorityMid
Experience2+ yrs
Company size501–1,000 people
PostedMar 23, 2026 · 7mo ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
Diploma or Degree in Business, Marketing, Communications, or a related field
2+ years of proven success in Field Sales, Customer Service, or Field Operations
Exceptional interpersonal skills with the ability to turn a 'no' into a 'yes'
Ability to identify patterns in customer behavior and churn data
A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement
About the 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
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Active Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
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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.
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Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
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Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.
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Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.
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Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.
How Success is Measured
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Total volume of successfully reactivated customers (Win-back rate).
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Monthly churn reduction within your assigned territory.
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Customer satisfaction scores following field interactions.
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Improvement in Customer Lifetime Value (CLV).
Requirements
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Education: Diploma or Degree in Business, Marketing, Communications, or a related field.
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Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.
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Negotiation: Exceptional interpersonal skills with the ability to turn a “no” into a “yes.”
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Analytical Mindset: Ability to identify patterns in customer behavior and churn data.
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Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.