Customer Retention Personnel

About the Role

Tizeti is the Next Generation Internet Provider in Nigeria, leveraging advanced wireless technology and solar power to deliver reliable, unlimited internet across the country. As a fast-growing, NCC-licensed ISP expanding rapidly across West Africa, we are committed to connecting more homes and businesses with high-speed broadband and innovative VoIP solutions like WifiCall. We are currently looking for a dedicated and relationship-driven Customer Retention Personnel to join our dynamic team in Lagos and ensure our subscribers enjoy a seamless, long-term experience with our services.

• Proactively reach out to at-risk or churning customers via calls, emails, and messaging platforms to identify pain points and provide effective solutions.
• Monitor customer account renewal cycles and execute targeted strategies to drive timely subscription renewals.
• Implement customer retention campaigns, satisfaction surveys, and strategic win-back initiatives for inactive subscribers.
• Collaborate closely with technical and customer support departments to expedite the resolution of persistent issues impacting user retention.
• Maintain accurate and up-to-date logs of customer interactions, retention metrics, and feedback within the CRM system.

• Minimum of a Bachelor degree or relevant professional qualification in a related field.
• Proven work experience in customer retention, account management, customer success, or relationship management within the ISP, technology, or telecommunications sector.
• Exceptional interpersonal, active listening, negotiation, and persuasion skills with a high level of empathy.
• Proficiency in using CRM software, support ticketing systems, and data tools such as MS Excel or Google Sheets.
• Strong problem-solving abilities and a data-driven approach to tracking customer satisfaction and churn metrics.

• Competitive salary with performance-based incentives.
• Opportunities for professional growth and career advancement within a leading African tech company.
• A vibrant, collaborative, and fast-paced work environment.
• Health insurance and other corporate welfare benefits.

Skills