Retention Agent

About the Role

Be responsible for engaging current Device Protection customers who intend to cancel their policies, understanding their concerns, and applying effective retention techniques to preserve customer relationships, reduce policy churn, and present suitable down-sell offers where applicable.

Responsibilities

• Handle inbound and/or outbound retention calls for current Device Protection customers requesting policy cancellation.
• Understand cancellation reasons and identify opportunities to retain customers through consultative conversation.
• Check customer subscription and past service utilization to identify savings or advantages to support retention.
• Present approved retention and down-sell offers in line with business guidelines and customer needs.
• Clearly explain product benefits, policy value, and available alternatives to support customer decision-making.
• Achieve agreed retention, conversion, call quality, and productivity targets.
• Accurately record call outcomes, customer feedback, cancellation reasons, and offer acceptance in the relevant system.
• Escalate complex, sensitive, or unresolved cases to the Retention Supervisor when required.
• Follow scripts, compliance requirements, data privacy standards, and customer service protocols.
• Share recurring customer concerns and market feedback to support service and retention improvement.

Skills / Required Skills

• Impactful: maintains commitment to achieving goals, aligns efforts to team objectives, and acts quickly to address issues.
• Collaborative: builds diverse networks, cooperates with team members, supports shared goals, and displays trust.
• Communication: provides timely, specific, fact-based information; receptive to feedback and expresses opinions appropriately.
• Adaptable: employs different approaches depending on situation, handles ambiguity calmly, and is resilient.

Qualifications

• Thai national.
• Prior experience in telesales, customer retention, save desk, contact centre, or phone-based customer service; experience handling cancellations preferred.
• Experience in insurance, device protection, telecom, or subscription-based products is an advantage.
• Customer-focused, resilient, and able to work under performance targets.
• Good data entry and basic system skills.