Customer Service Representative

Role Summary

The Retention Officer is responsible for strengthening customer relationships and reducing churn by delivering superior customer experience and executing effective retention processes.

Key Responsibilities

Manage the end-to-end daily retention list, ensuring timely follow-up and resolution.

Handle inbound and outbound retention requests; identify customer needs and provide appropriate solutions.

Build trust through clear, proactive communication and provide accurate information using approved tools and processes.

Meet individual and team performance targets.

Manage customer complaints, provide timely resolutions, and escalate when necessary.

Maintain accurate records, update customer accounts, and ensure proper documentation.

Act as the main point of contact for Sales / Third-Party partners on retention and win-back leads.

Support onboarding of referred and win-back applications.

Verify and validate electricity and gas applications, resolve discrepancies, and ensure compliance (including voice verifications).

Respond to retention opportunities across multiple channels, recommend suitable products, and handle objections.

Develop strong product knowledge to match customer needs effectively.

Coordinate with internal teams and third-party partners to support retention initiatives.

Follow all communication procedures, guidelines, and policies.

Achieve customer satisfaction, resolution targets, and First Call Resolution.

Perform tasks required in Orion, as well as administrative and ad hoc duties.

Qualifications

Completed at least 2 years of college.

Experience in customer retention preferred.

Electricity or gas industry experience is an advantage but not required.