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Retention Officer
Commercial Data Analyst
RETENTION OFFICER
Employment Type: Full Time
Qualification: BA/BSc/HND
Experience: At least 2 Years
Location: Nairobi
Job Field: Customer Care, Success and Service
Role Purpose
The Retention Officer will focus on keeping customers actively engaged by identifying those who have not started cooking after installation, as well as customers whose usage has stopped or declined. Through proactive telephone engagement, the officer will understand customer challenges, provide appropriate guidance, coordinate solutions and encourage customers to resume regular usage.
The role will also help identify customers at risk of becoming inactive and ensure that retention activities are completed within the organisation's defined service and consumption targets.
Key Responsibilities
Customer Engagement and Retention
Contact newly installed customers who have not yet started cooking within the 15–30 day period and provide support to help them complete onboarding and gain confidence using the service.
Reach out to customers who have remained inactive for approximately 20 days through to six months and establish the reasons behind their reduced or discontinued usage.
Engage customers whose consumption is declining or inconsistent and take appropriate action to reduce the likelihood of long-term inactivity.
Use approved customer-retention approaches and conversation guides to establish commitment, understand needs and agree on practical next steps.
Encourage appropriate actions such as topping up, receiving additional education or requesting technical/service assistance.
Customer Issue Management
Identify the underlying causes of customer difficulties, including technical problems, affordability concerns, behavioural barriers, safety questions and usability challenges.
Record customer issues accurately and refer them to the appropriate Growth & Retention, Operations or Customer Experience teams in accordance with established service-level requirements.
Monitor escalated cases and follow up until the required resolution has been achieved.
Communicate updates to customers and ensure they understand the action being taken.
Re-engage customers after an issue has been resolved to establish whether they have successfully returned to regular cooking.
Records and Reporting
Capture call results, customer comments, agreed commitments and follow-up actions accurately in the CRM.
Complete assigned retention activities within the stipulated service timelines.
Identify recurring customer concerns and provide depot-level feedback on major churn drivers, early warning indicators and frequently reported problems.
Share relevant customer insights that can help improve retention and service delivery.
Compliance and Operational Duties
Report suspected fraud, misconduct or other irregular activities involving employees, agents, customers or third parties through the appropriate channels.
Follow all applicable HSSE requirements when interacting with customers.
Ensure customer guidance promotes safe and responsible LPG use.
Carry out other reasonable duties assigned by management.
Required Competencies
High level of honesty, integrity and commitment to organisational objectives.
Good initiative and the ability to work independently when required.
Strong verbal communication skills, particularly in telephone-based customer interactions.
Friendly, patient and service-oriented approach.
Ability to remain composed and professional when dealing with frustrated, anxious or upset customers.
Strong attention to detail and accurate record keeping.
Fluency in both English and Kiswahili.
Education and Experience
Form 4 / secondary school certificate.
Additional sales, customer-service or related training will be an advantage.
College-level education or relevant sales qualifications are desirable.
At least two years of experience in sales, customer acquisition, customer support or a closely related role.
Application
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