Job Opportunities

Our client is looking to hire a Customer Retention Officer.

Workstation: Nairobi

Job Purpose;

To manage customer service / retention / return on portfolio / CVC / Account Management, and operate as the lead point of contact for any and all issues, concerns and matters raised internally and externally that are specific to customers within the East Africa Region.

Main Tasks and Responsibilities

  • Manage portfolios of customers in jeopardy within dedicated territory/valued customers effectively in conjunction with Sales, Operations and Business Management, to maximise portfolio retention.
  • Manage customer service team and ensure the quality of calls and target calls is met where this may be established.
  • Work closely with Department Heads and address any issues related to existing customers
  • Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.  Identify “contracts in jeopardy” through ongoing scheduled contact with customers and take all reasonable action necessary to take the contract out of jeopardy and where possible resign.
  • Respond to customer issues and enquiries within the expected time frame.  Build and maintain strong, long-lasting customer relationships.  Negotiate contracts and close agreements to maximize profit.
  • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.  Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. Develop new business with existing clients and/or identify areas of improvement to exceed sales quotas. Forecast and track retention metrics including save results and loss value forecasts on a daily basis and update immediately when customer status may change.
  • Proactively engage with customers in line with company contact method and quantity requirements.  Resigning existing customers to extend agreement duration.  Work with customers nearing or outside of their contract expiration date to renegotiate and resign the portfolio.
  • Identify and grow opportunities within the Countries and collaborate with sales teams to ensure growth attainment.  Assist with high severity requests or issue escalations as needed.  Maintain accurate records of all sales and activities including sales calls, presentations, closed sales, and follow-up activities via the standard procedures.
  • Work cross functionally with the service delivery teams to ensure customer needs are being met.  Establish customer needs and identify secondary or hidden needs, attempting to add value accordingly.  Sell additional services by recognizing opportunities to up-sell accounts; explaining features.  Complete understanding of the company pricing, opportunity creation and follow up model.
  • Apply pro-active retention call cycle calls to customers in line with KPI’s and record customer interactions and relationship cycle transactions.  Perform troubleshooting on all customer issues and schedule all field service calls as required.  Update customer contact records to maintain current data.  Use all available reports and internal relationships to develop solutions that address the customer needs.
  • Ensure that Net Promoter Score (NPS) outbound call KPIs are achieved each month
  • Manage and oversee that Account Management portfolios are distributed as per correct Tier Functions – Report activity vs KPI for all Key Stakeholders
  • Track and monitor all incoming Complaints & Customer Termination Requests
  • Track and Monitor customers on Suspension, Drive ROP
  • Provide telephone coverage in the Support Centre, during holiday or busy times.
  • Ad hoc admin duties as and when required by the Managing Director or the Management

Skills and Qualifications

  • Bachelor’s Degree in Administration or any relevant field
  • A minimum of 3 years’ relevant experience in the same position
  • Management/Supervisory skills, Customer Service/Account Management, & Data analysis/excel skills
  • Strong IT Skills
  • Good administration and communication skills.

Apply Via

05 Jul, 2021

1X Sales Consultant Rentokil Initial – Kenya – Deadline: Not Specified


Vacancies have arisen for Sales Consultants in our Kenya business, based in Nairobi, Nakuru or Mombasa. The role’s key responsibility is to grow the company portfolio and achieve predetermined sales targets through promoting and selling our products and services by penetrating an allocated sales area and sourcing potential new customers, and contacting existing ones to provide solutions for their current, growing and new needs.

Your day-to-day responsibilities will include:

  • Achieve Predetermined Sales targets
  • Complete, update and maintain all required sales administration and reporting systems in compliance to policies and procedures
  • Locate potential business through research, prospecting, tele-canvassing and cold calling
  • Attend to phone enquiries and leads from colleagues
  • Conduct sales calls and presentations to new or existing customers.
  • Undertake needs analysis by conducting thorough survey of client premises
  • Complete site risk assessments for every client proposal
  • Report all findings back to the client by presenting a proposal, which includes a pricing structures, that describe the benefits of using our services.
  • Endeavour to gain the client’s acceptance and obtain authorization on a new service agreement.
  • Approach the client portfolio for annual price adjustments
  • Maintain and improve the client retention target rate by building and maintaining professional client relationships
  • Increase the client portfolio by identifying cross and up selling opportunities to increase the service range within the region
  • Carry out account management for allocated customers in line with procedure and best practice
  • Monitor the day-to-day commercial performance of each account within your territory.
  • Support the tendering teams with customer surveying and quotation process
  • Liaise with other members of the service teams to provide information and ensure that customers receive excellent customer service
  • Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Do you have what it takes? If you want to be considered for this role you will need:

  • Relevant Tertiary Education advantageous
  • Business to business sales skills and experience
  • Minimum 2 years Sales in Service industry / Industry Knowledge advantageous
  • Customer Care experience advantageous
  • Cold Calling experience advantageous
  • Valid driver’s license
  • Numerical acumen
  • Computer literate
  • Persuasiveness/good interpersonal skills
  • Hunter & Target Driven
  • Competitive nature with tenacity and resilience to stress
  • Integrity/reliability
  • Strong ownership & responsiveness
  • High energy levels (action orientated)
  • Self confident/assertive/passionate
  • Problem solving skills/solution driven
  • Strong demonstration of the values of service, relationships and teamwork
  • Be self- motivated and display a high energy level
  • Excellent planning and organisational skills
  • Team player with a collaborative style
  • Demonstrates the ability to take the initiative
  • Highly developed communication skills (written / verbal / non-verbal)
  • Ability to form strong customer relationships at all levels

Apply Via

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