Retention Specialist

2 weeks ago

Islamabad, Islamabad, Pakistan Cybernet Full time 900,000 - 1,200,000 per year

Cybernet Division Stormfiber

Position Title Retention Specialist

Reports to Team Lead- Retention

Perm./Cont. Contractual

JL/Grade Executive (09)

Location Islamabad

Salary Slab From: To: Benefits As per Contract

Overall Scope

We are seeking a proactive and customer-focused Retention Specialist to join our team. In this role, you will be responsible for engaging with customers at risk of cancellation, resolving service or billing concerns, and offering tailored solutions to strengthen loyalty. The ideal candidate will combine strong communication and negotiation skills with the ability to handle high-pressure conversations, ensuring customer satisfaction while maintaining business profitability.

Key Responsibilities

  • Proactively engage with customers identified as high-risk for cancellation to understand concerns and offer tailored solutions.
  • Handle inbound retention calls/emails, addressing service issues, billing disputes, and competitor offers with persuasive resolution strategies.
  • Negotiate and offer retention incentives (discounts, upgrades, promotions) while maintaining profitability.
  • Collaborate with Sales, Technical Support, and Billing teams to resolve customer issues swiftly.
  • Maintain detailed records of interactions and outcomes in the system.
  • Analyze churn trends and provide feedback for service/process improvements.
  • Meet or exceed monthly retention targets and customer satisfaction goals.

Qualifications & Skills:

  • Experience: 1–2 years in customer service, retention, or sales (telecom/ISP /Call center industry preferred).
  • Communication: Good verbal/written skills with the ability to empathize and negotiate.
  • Problem-Solving: Quick thinker with a knack for turning frustrated customers into loyal advocates.
  • Technical Aptitude: Basic understanding of internet services, troubleshooting, and billing processes.
  • Resilience: Comfortable handling objections and high pressure conversations.
  • Tools: Understanding in Microsoft Office.

Job Types: Full-time, Contract

Contract length: 11 months

Work Location: In person

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