Retention Officer

Job Description:

The primary function of this job is to produce quality customer retention and improve the relationship between CovaU and its customers through effective operation procedures to reduce customer churn through superior customer experience.

Roles and Responsibilities:

• Retrieve, coordinate, track and follow up status of customer retention list from end to end on a day-today basis.


• Proactively attend to customer’s retention request from both inbound and outbound calls.


• Identify and assess customers’ needs to achieve satisfaction.


• Build sustainable relationships of trust through open and interactive communication.


• Provide accurate, valid and complete information and reports by using the right methods/tools.


• Meet personal/team performance targets.


• Handle complaints, provide appropriate solutions and alternatives within the time l...