Retention Officer at M-Gas

Job Description

Job Summary

To proactively retain and reactivate customers by conducting timely outbound engagement with non-cooking customers (15–30 days post-installation) and Inactive customers who stop cooking after 30 days up to 6 months. The role ensures difficult customers are flagged early, barriers to cooking are resolved quickly, and customers remain within company-defined consumption and retention targets.

Job Details

Customer Retention & Engagement

• Conduct outbound calls to non-cooking customers (15-30 days) to ensure successful onboarding, first use, and confidence in cooking.
• Call customers who have not cooked for 20 days up to 6 months to identify barriers, re-educate, and drive reactivation.
• Engage customers with declining or irregular consumption patterns to prevent churn into long-term non-cooking status.
• Use approved retention scripts to guide conversations toward commitment, resolution, and next action (top-up, education, service request).

Issue Resolution & Follow-Up

• Accurately diagnose customer challenges (technical, behavioral, affordability, safety, or usability).
• Log and escalate customer issues to the relevant teams (Growth & Retention, Ops, CX) in line with Customer Service SLAs.
• Proactively track issues through to closure, ensuring feedback is provided to the customer.
• Re-contact customers post-resolution to confirm return to cooking behavior.

Data Capture & Reporting

• Accurately record call outcomes, customer feedback, commitments, and next steps in the CRM.
• Close assigned retention tasks within defined SLAs.
• Provide depot-level insights on key churn drivers, early warning signals, and repeat issues. 

Operational & Compliance Responsibilities

• Report any suspected fraud or irregularities affecting the company, including those involving staff, agents, or third parties.
• Strict adherence to HSSE policies, ensuring all customer guidance promotes safe LPG usage.
• Perform any other duties as assigned by Management from time to time.

Requirements

Key Competencies:

• Integrity, Honesty, Commitment to Company goals
• Individual initiative good communication skills on the telephone and in-person
• Friendly and helpful interpersonal style
• Ability to stay calm when customers are stressed or upset.
• Attention to detail.
• Fluent in English and Kiswahili

Experience:

• Experience working in Sales and Customer Acquisition and customer support.

Education:

• Form 4 Certificate, Sales qualification, College education and at least 2 years working in sales and customer service role