# Field Retention Agents

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/f7925bfd-8e3f-48c5-bb49-b9340f95c0d1)

## Description

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).

## Requirements

-   **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.