Field Retention Agents — Tatu City Limited (Kenya)

Field Retention Agents

Overview

Tatu City is seeking results-driven Field Retention Agents to restore relationships with dormant or suspended customers. This is a frontline role where you will visit customers in person to address past service issues and convert them back into active subscribers. You will act as a brand ambassador, identifying churn drivers and implementing personalized offers to reinforce the long-term value of Tatu City’s services.

Responsibilities

• Visit inactive or terminated customers in person to resolve issues and secure reactivations.
• Identify specific “pain points” leading to churn and provide feedback to management.
• Implement targeted retention campaigns, including loyalty programs and personalized offers.
• Coordinate with technical teams to resolve on-the-spot service barriers to adoption.
• Manage the professional collection of company equipment from exiting customers.
• Track interactions and provide insights on territory-specific trends and win-back rates.

Qualifications & Experience

• Education: Diploma or Degree in Business, Marketing, or Communications.
• Experience: 2+ years of success in Field Sales, Customer Service, or Field Operations.
• Soft Skills: Exceptional interpersonal and negotiation skills with the ability to turn a “no” into a “yes.”
• Mindset: Analytical approach to identifying patterns in customer behavior and churn data.

Method of Application

Apply via: Tatu City Limited on jobs.workable.com