Job Description

We are seeking a disciplined and confident Retention Agent to execute structured retention follow-ups, enterprise payment collections, and equipment retrieval coordination. This role is execution-focused and supports churn reduction, revenue continuity, and asset safeguarding through strict adherence to process, SLA discipline, and CRM documentation standards. Key Responsibilities Execute structured retention follow-ups by contacting at-risk, terminated, and disconnected customers and implementing pre-approved retention and reconnection offers. Conduct payment reminder calls, track commitments-to-pay (CTP), and follow up on overdue accounts while escalating broken promises-to-pay. Initiate and coordinate equipment retrieval workflows upon confirmed termination, including client communication, field scheduling, case tracking, and escalation of stalled or high-value asset cases. Maintain accurate and up-to-date Zoho CRM records by logging 100% of calls, actions, outcomes, and case updates. Update retention pipelines, accounts receivable trackers, and retrieval case logs daily in line with SLA requirements. Escalate high-risk, executive-sensitive, or complex negotiation cases promptly to the Retentions. Adhere strictly to retention, payment, retrieval, and CRM documentation SOPs. Support enterprise administrative follow-ups, SLA tracking updates, and renewal preparation as delegated. Meet daily activity quotas and maintain productivity, documentation accuracy, and SLA compliance standards. Requirements Strong verbal communication and negotiation skills Professional and confident phone presence Highly organized with strong documentation discipline Comfortable using CRM systems (Zoho experience is an added advantage) Basic computer literacy (Email, Excel, reporting) Experience in customer service, collections, sales, call centre, or hospitality is an added advantage Benefits What We Offer Competitive salary based on skill and experience. Opportunities to work and grow your skills further A strong culture of innovation and an environment to experiment and grow.