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 and reduce policy churn. Present suitable down-sell offers, where applicable, to help retain customers with adjusted coverage or pricing options.

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.

Qualifications

• Thai national.
• Prior experience in telesales, customer retention, save desk, contact centre, or phone-based customer service; experience handling customers who wish to cancel a service, subscription, insurance, or protection plan is highly preferred.
• Customer-focused, resilient, and able to work under performance targets.
• Good data entry and basic system skills.
• Experience in insurance, device protection, telecom, or subscription-based products is an advantage.
• Key competencies: Impactful (commitment to goals), Collaborative (works with team and builds networks), Communication (timely, fact-based), Adaptable (handles ambiguity and unexpected requirements).

Skills

• Customer service and phone-based retention.
• CRM system usage and accurate call logging.
• Basic system skills / MS Office for data entry.
• Presenting retention and down-sell offers and meeting conversion targets.