Retention Agent

About the Role

As a Retention Agent at bolttech you will engage Device Protection customers who intend to cancel their policies, understand their concerns, and apply retention techniques to reduce policy churn. You will present approved retention and down-sell offers where appropriate to retain customers with adjusted coverage or pricing.

Responsibilities

• Handle inbound and/or outbound retention calls for Device Protection customers requesting policy cancellation.
• Identify and understand cancellation reasons and consultatively explore opportunities to retain customers.
• Reference customer subscriptions and past service usage to identify potential savings or advantages for retention.
• Present approved retention and down-sell offers in line with business guidelines and customer needs.
• 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.

Skills

• Impactful: maintains commitment to achieving goals and acts quickly to address issues.
• Collaborative: builds cooperative working relationships and contributes to shared goals.
• Communication: provides timely, specific, fact-based information and is receptive to feedback.
• Adaptable: handles unexpected requirements, ambiguity, and employs different problem-solving approaches.