Customer Retention Agent

Digicel Group

Customer Retention Agent protecting company revenue by engaging customers at risk of downgrading or disconnecting. Requires strong communication and customer-first mindset.

Posted 6/27/2026full-timePort Of Spain • 🇪🇸 SpainJuniorWebsite

About the role

Key responsibilities & impact

Handle inbound and outbound customer interactions related to cancellation, suspension, dissatisfaction, or service concerns
Identify the root cause of churn intent and apply appropriate retention strategies to save the account
Educate customers on products, services, promotions, and alternative solutions that best meet their needs
Deliver empathetic, confident, and solution-oriented conversations that build trust and loyalty
Accurately manage and update customer accounts across all relevant systems
Ensure tickets are logged correctly, worked efficiently, and closed within defined SLAs
Avoid leaving aged or unattended tickets; take full ownership of assigned work
Escalate cases appropriately when support from other teams is required, ensuring follow-through until resolution
Meet or exceed productivity targets, including talk time, handled accounts, saves, and quality scores
Manage time effectively to maximize customer connections during each work hour
Demonstrate continuous improvement in performance metrics and adherence to processes
Follow all retention policies, procedures, and compliance guidelines
Apply approved offers, credits, and retention tools accurately and ethically
Maintain high-quality documentation on every customer interaction
Participate actively in coaching sessions and quality reviews
Collaborate effectively with team leaders, peers, and cross-functional teams
Maintain respectful, professional relationships internally and externally
Be open to feedback, coaching, and change as the business continues to evolve
Take accountability for errors and actively work toward corrective improvement

Requirements

What you’ll need

Five (5) CXC passes inclusive of Mathematics and English
1-2 years’ relevant work experience in Call Centre environment
Experience in Excel
Experience in Customer Service or Customer Retention preferred
Experience in and with the mobile telecommunications sector would be considered an asset
An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Benefits

Comp & perks

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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer RetentionRoot Cause AnalysisAccount ManagementPerformance MetricsDocumentationTime ManagementExcel

Soft Skills

EmpathyConfidenceSolution OrientationTrust BuildingOwnershipAdaptabilityCollaborationProfessionalismFeedback Acceptance

Certifications

CXC Passes