Customer Retention Agent for ISP
Company: The Elite Job
Location: India
Employment Type: FULL_TIME, PART_TIME
Date Posted: 2025-09-04
Valid Through: 2026-09-04
Job Summary
The Elite Job is seeking a motivated and customer-focused Customer Retention Agent to join our growing team in the Internet Service Provider (ISP) sector. The successful candidate will play a critical role in strengthening customer relationships, reducing churn, and ensuring long-term satisfaction. Acting as the voice of the company, you will handle customer concerns with professionalism, identify opportunities to resolve issues, and provide tailored solutions that meet customer needs while aligning with business goals.
Key Responsibilities
Engage with customers who may be considering canceling or downgrading their service, identifying pain points and offering appropriate solutions.
Manage inbound and outbound calls, emails, and chats to retain existing customers.
Build trust through active listening, empathy, and problem-solving.
Analyze customer accounts to recommend suitable retention strategies, promotions, or service upgrades.
Collaborate with internal teams (technical support, billing, and sales) to ensure seamless issue resolution.
Track and report customer feedback, trends, and potential improvements to management.
Meet and exceed retention KPIs, including call handling time, customer satisfaction scores, and retention rates.
Required Skills and Qualifications
Strong communication and interpersonal skills with the ability to build rapport quickly.
Excellent negotiation, persuasion, and conflict resolution abilities.
Ability to remain calm and professional in high-pressure situations.
Problem-solving mindset with attention to detail and customer satisfaction.
Proficiency in computer systems, CRM tools, and Microsoft Office applications.
Fluency in English (additional languages are an asset).
Experience
Minimum of 1–2 years of experience in customer service, sales, or retention (preferably within the ISP, telecommunications, or related industry).
Proven track record of meeting or exceeding customer retention or sales targets.
Prior call center experience is highly desirable.
Working Hours
Full-time role with flexible shifts, including evenings, weekends, and holidays, depending on business needs.
Typical schedule: 40 hours per week, with occasional overtime during peak demand periods.
Knowledge, Skills, and Abilities
In-depth understanding of ISP services, internet packages, and competitive landscape.
Strong organizational and time-management skills to handle multiple customer interactions efficiently.
Ability to adapt to rapidly changing processes, promotions, and customer needs.
Emotional intelligence and resilience to handle difficult conversations.
Commitment to providing exceptional customer experiences.
Benefits
Competitive base salary with performance-based incentives.
Comprehensive health, dental, and vision insurance.
Paid time off, sick leave, and holiday pay.
Ongoing training and professional development opportunities.
Employee discounts on company services.
Career growth opportunities within The Elite Job.
Why Join The Elite Job?
At The Elite Job, we believe in building meaningful careers, not just jobs. By joining our team, you will be part of a customer-centric organization that values integrity, innovation, and teamwork. We foster a supportive environment where your skills and ideas matter, and your contributions directly impact customer satisfaction and business success. If you are passionate about delivering excellent service and thrive in a fast-paced environment, this is the perfect role for you.
How to Apply
If you are ready to take on this exciting opportunity, please submit your resume and a short cover letter explaining why you are the ideal candidate for this position. Applications can be sent through our official careers page or emailed directly to our HR department.
